Technical Support Manager

**TECHNICAL SUPPORT MANAGER**

**ABOUT PARITY**:
Buildings in our beautiful cities, where we live and work, are producing 40% of the CO2 going into our atmosphere and contributing to climate change. We need to HEAT, VENTILATE, and AIR CONDITION our buildings 24/7. Most of the energy consumed in a building is for our comfort, but 50% of it is wasted This is because buildings have little to no technology to control this.

Parity is a Remote HVAC Optimization as a Service company. We remotely control and optimize HVAC systems 24/7/365 to deliver automatic energy savings and revenue to multifamily residential buildings and hotels. Using advanced algorithms, Parity can predict the amount of energy needed ahead of time to operate a building to meet its residents' demands and adapt the building's systems and machinery in real time. We save our customers:

- Time - we automate setpoint adjustments and demand response protocols. Our Pi (Parity Insights) dashboard provides early alerting services when things go down.
- Money - Parity contractually guarantees the savings that we expect to deliver to our multifamily customers. We also provide quarterly and annual energy savings reports.
- CO2 Emissions - we reduce a building’s emissions by optimizing its HVAC systems and reducing energy waste.

**THE ROLE**:
We are seeking a highly skilled Technical Support Manager to join our team and ensure the seamless integration and operation of our clients' buildings with the Parity platform. In this role, you will be pivotal in maintaining, improving, and supporting the delivery of Parity’s Optimizer service for all our active accounts.

Your expertise in Niagara N4 and experience with multi-residential and/or hotel HVAC systems will be crucial as you work with Parity’s Customer Success and Operations teams. You will provide daily technical and customer support to our customer and their third-party vendors, as well as internal support to Parity’s project engineers and customer success team. Your primary responsibility will be to ensure that all service and technical support inquiries are addressed promptly and efficiently, optimizing the performance of all buildings within our portfolio.

Key responsibilities include resolving and closing service tickets within specified timelines and ensuring that our customers’s system and Parity’s programs operate optimally. This role will primarily focus on both our Canadian and US customers, collaborating closely with leaders from the Operations team, including Engineering, Energy Savings and Reporting, and Customer Success.

**RESPONSIBILITIES**:

- Working closely with the service delivery manager to support the management of the full portfolio of customer accounts.
- Monitor and address customer inquiries daily using our ticketing system, collaborating with service and customer success colleagues for prompt and accurate resolution.
- Communicate with customer contacts to understand relevant issues, appropriately diagnose issues and resolutions.
- Implement adjustments to Parity control algorithms and logic to address customer issues.
- Coordinating closely with Parity field staff to resolve onsite deficiencies or equipment failures as needed.
- Maintain detailed documentation of site operations, including system and equipment changes.
- Collaborate with internal team members, including the customer success team, and external vendors to proactively assess the state of operation of client buildings as part of Parity’s ongoing commissioning process.
- Review Parity control algorithms and logic for potential efficiency improvements and commissioning opportunities.
- Collaborate with the Energy Reporting and Savings Delivery team to assess and investigate energy savings opportunities and inefficient systems, based on IPMVP reporting methodologies.
- Work with the Product team to upgrade and enhance Parity’s software integrations and capabilities across existing customers.
- Provide mentoring and development of less experienced technical staff as well as technical support/ education for customers.
- Continuously optimize and improve current processes.

**QUALIFICATIONS**:

- Academic background in Engineering, with a focus on HVAC, building automation, or mechanical/electrical engineering.
- 3-5+ years of experience in one or more of the following areas:

- Controls/Building Automation, particularly for multi-residential buildings
- Energy auditing and/or energy services
- MEP Engineering
- Advanced understanding and proficiency with BMS systems.
- Field service experience, particularly with the following hardware and software:

- Niagara N4 Framework
- Vykon JACES
- VFDs
- Proven track record in customer-facing roles, demonstrating effective communication and problem-solving skills in resolving client inquiries and ensuring satisfaction.
- Experience working with MEP and controls drawings
- Managing multi-residential installation/retrofit projects
- Extensive experience with BAS
- Must have