Building Automation Solutions Specialist

2 weeks ago

Brossard, Quebec, Canada Acuity Brands Full time

We are seeking a highly skilled Building Automation Solutions Technical Support Specialist to join our team at Acuity Brands. As a key member of our Technical Support team, you will be responsible for providing exceptional technical support services to our customers, responding to their high-level technical questions via telephone or email, and collaborating with our Research & Development and Sales teams.

Key Responsibilities:

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

Requirements:

  • 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.
  • Ability to diagnose complex problems.
  • Attention to detail.
  • Analytical thinker.
  • Great communication skills.
  • Customer Service oriented.
  • 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.
  • IT knowledge (OS systems, networking).

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