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Building Automation Solutions Specialist
4 weeks ago
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 team and Sales team to ensure the delivery of high-quality solutions.
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).
