Bilingual Technical Support Senior Analyst (Building Automation)

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.

Education and Experience:

• University degree or College diploma (DEC), with relevant experience in technical support, HVAC or controls.
• Minimum of 3 years of experience in:

• HVAC Systems
• Niagara Platform
• Electromechanical Building
• Instrumentation and Controls
• Programming
• Process Control
• Building Automation System (BAS).

Skills and Abilities:

• 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. LonWorksÒ, BACnetÒ, Modbus).
• Familiarity with access control and lighting systems.
• Training experience or qualifications.
• Niagara experience