Building Automation Solutions

3 months ago

Brossard, Canada ACUITY BRANDS LIGHTING, INC. Full time
Acuity Brands Building Automation Solutions (BAS)Technical Support Senior Analyst in Brossard, Canada

We are presently recruiting for a Building Automation Solutions (BAS) Technical Support Specialist who will work in collaboration with the Technical Support team, Research & Development team, and Sales team. You will be responsible for providing exceptional technical support services to our customers by responding to their high-level technical questions via telephone or e-mail, including possible onsite visits pertaining to the use of our controllers, solutions, and our control systems network management software.

Key Tasks & Responsibilities (Essential Functions)

How you will contribute:

  1. Respond to technical questions from customers pertaining to the use of Distech Controls controllers, solutions, and control systems network management software in a problem-solving context.
  2. Diagnose and resolve problems via online or phone.
  3. Update the customer database (CRM) and log internal notes following all customer email/phone.
  4. Update and maintain company knowledge base internal and external (Forum, CRM).
  5. Ensure that customers receive quality and necessary support to solve their problems.
  6. Collaborate with product development by providing the perspective of the customer on the functionality of our products including the voice of the customer.
  7. Communicate suggestions for changes/modifications to the development group according to management procedures and policies in place.
  8. Keep up to date with new technologies and products in the field related to the Distech controls product line and industry.
  9. Actively contribute to the improvement of available tools and internal processes used by the support team.
  10. Provide field support if required.
  11. Create articles and populate knowledge base to assist our customers efficiently.

Skills and Minimum Experience Required

  • University degree, College diploma (DEC), or a minimum of 5-8 years of relevant experience in technical support, IT, HVAC, or controls.
  • Minimum of 4 years of experience in:
    • HVAC Systems
    • NiagaraAX/4 Framework
    • Electromechanical Building
    • Instrumentation and Controls
    • Programming
    • Process Control
  • Relevant experience in the installation of Building Automation System (BAS).
  • Programming and configuration of computer networks or IT systems.
  • Must have a valid passport required.
  • Ability to diagnose complex problems.
  • Attention to detail.
  • Analytical thinker.
  • Structured and organized in his work.
  • Ability to work remotely from a space with minimal distractions.
  • Leadership and autonomy demonstrated.
  • Proactivity and initiative demonstrated.
  • Demonstrate excellent communication and interpersonal relationships.
  • Courtesy and positive attitude.
  • Demonstrated autonomy, professionalism, and sense of responsibilities.
  • Must be able to work effectively in a fast-paced, dynamic work environment and under tight deadlines.

Preferred Skills and Experience

  • Knowledge of the BacNetÒ, EchelonÒ LonWorks, Modbus, EIB, or other control system protocols.
  • Knowledge of access control and lighting.
  • Programming and computer network configuration.
  • Experience and/or qualification in a related domain as a trainer.
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