Building Automation Technical Support Senior Analyst

Req ID: 12027

Work Flexibility: Remote

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals.

Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com.

Job Summary

We are presently recruiting a technically proficient and customer-centric Technical Support Senior Analyst to join our team and provide our customers with high-quality technical support for our Distech Controls controllers, solutions and control systems network management software. In this role, you will leverage your BAS expertise to diagnose and resolve customer issues efficiently, ensuring a seamless and satisfying support experience.

Key Tasks & Responsibilities (Essential Functions)

Customer Experience & Support: Provide direct technical assistance with a customer-first approach, ensuring that each interaction is handled professionally, empathetically, and with a focus on delivering a seamless experience.
Technical Troubleshooting: Diagnose and resolve complex technical issues pertaining to Distech Controls controllers and control systems network management software via phone, email, and remote support tools.
Case Management: Manage support cases in our Microsoft Dynamics ticketing system from initial contact to resolution. Ensure issues are accurately documented, with timely follow-ups, clear communication, and adherence to service level agreements (SLAs).
Collaboration: Work with Advanced Support, Product Management, Sales Support Engineer and Customer Service teams to escalate and resolve complex issues while ensuring customer expectations are met.
Knowledge Sharing: Contribute to internal documentation, FAQs, and the Knowledge Base to help customers and internal teams resolve issues more efficiently.
Training & Development: Stay up to date on new Distech products, software, and industry trends to continuously improve troubleshooting skills and technical expertise.
Process Improvement: Actively contribute to the improvement of available tools and internal processes to enhance the customer support experience and operational efficiency.

Skills and Minimum Experience Required

University degree or College diploma (DEC), with relevant experience in technical support, HVAC or controls
Minimum of 3 years of experience in (one of these):
- HVAC Systems
- Niagara Platform
- Electromechanical Building
- Building Automation System (BAS)
Bilingual French and English: To serve clients and external service providers across Canada and USA,
Excellent verbal and written communication skills to convey technical concepts to both technical and non-technical stakeholders.
Works well in a team, fostering a supportive and respectful environment.
Strong customer service focus, with the ability to handle high-pressure situations and provide a positive customer experience.
Strong analytical and problem-solving skills.
Ability to prioritize tasks and manage time efficiently.
Shows understanding and patience when dealing with customer concerns, recognizing the importance of building strong customer relationships.
Pays close attention to details, ensuring accuracy in troubleshooting, reporting, and case documentation.
Demonstrates proactivity, initiative, and a positive attitude.

Preferred Skills and Experience

Knowledge of control systems communication protocols (e.g. LonWorks, BACnet, Modbus).
Familiarity with access control and lighting systems.
Training experience or qualifications. Niagara experience

We value diversity and are an equal opportunity employer.  All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law. 

Accommodation for Applicants with Disabilities:  As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000.  Please clearly indicate what type of accommodation you are requesting and for what requisition. 

Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Knowledge of French is required for positions permanently located in Quebec so incumbents can communicate with their colleagues and suppliers in Quebec as necessary. French-language training is offered to all incumbents in permanent positions in Quebec who do not have a good knowledge of French.

Job Segment: Technical Support, Senior Product Manager, Machinist, HVAC, Technology, Operations, Manufacturing, Customer Service

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