[Hiring] Technical Support Analyst @Acuity Inc.

Role Description

We are presently recruiting a Technical Support Analyst who will be a part of our Technical Support team. You will be responsible for providing exceptional technical support services to our customers by responding to their technical questions via telephone or e-mail, including possible onsite visits pertaining to the use of our controllers, solutions and control systems.

Key Tasks & Responsibilities (Essential Functions)

• Respond to technical questions from customers pertaining to the use of KE2 Therm controllers.
• Assist in troubleshooting refrigeration, electrical, and communication issues related to the controllers and communication accessories.
• Listen to customer requirements or challenges and recommend product solutions for their application.
• Ensure that customers receive quality and necessary support to solve their problems.
• Update the customer database (CRM) and enter a ticket logging detailed notes following each customer email/phone conversation.
• Collaborate with product development to assist in identification of customer requirements related to the product.
• Assist in the development of product training and application support programs.
• Assist in review of competitive analysis of product lines.
• Assist in the development of product literature, technical bulletins, and installation instructions.
• Create articles and populate knowledge base to assist our customers.
• Contribute to the improvement of available tools and internal processes used by the support team.
• Keep up to date with new technologies and products in the field related to KE2 Therm controls and the industry.
• Attend sales conferences and trade shows as required.
• Provide field support, if required.
• Periodically assist in covering afterhours on-call emergency support.

Qualifications

• Four year degree in Mechanical or Electrical Engineering, Engineering Technology, IT, Computer Science or equivalent field experience in:
• HVAC and/or Refrigeration Systems
• Electrical
• Strong verbal and written communication skills.
• Ability to diagnose complex problems.
• Attention to detail.
• Analytical thinker.
• Customer Service oriented.
• Courtesy and positive attitude.
• Structured and organized in one’s own work.
• Demonstrate excellent communication and interpersonal relationships.
• Demonstrated autonomy, diligence, professionalism and sense of responsibilities.
• Ability to work remotely from a space with minimal distractions.
• Willingness to travel for customer meetings, trade shows, site visits, and industry events as required.
• Willingness to periodically assist in covering afterhours on-call emergency support.
• Working knowledge of Microsoft programs including Excel, Power Point, Word, and Copilot.

Requirements

• Previous experience installing and/or using KE2 Therm controls.
• Knowledge of the BacNet®, Modbus, or other control system protocols.
• Experience and/or qualification in a related domain as a trainer.
• Relevant experience in the installation of Building Automation Systems (BAS).
• IT knowledge (OS systems, networking).
• Fluent in Spanish or French.

Benefits

• The range for this position is $66,500.00 to $119,700.00 USD. Placement within this range may vary, depending on the applicant’s experience and geographic location.
• Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on role.