Manager Technical Support

Req ID: 8397

Remote Opportunities: Semi-Remote

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet.

Acuity Brands, 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 and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.

You may utilize this posting to upload your resume and information.

Job Summary

As Manager Tech Support you will focus on completing department objectives by planning & evaluating department activities and managing staff. Generate forecasting and planning analysis to anticipate workload and resource demand. Responsible for recruiting, selecting, and ensuring new hires are properly prepared to positively contribute to our department. Develops personal growth opportunities as well as growth opportunities for direct reports. Responsible for implementing effective change management. Provides coaching, counseling, and discipline to employees. Helps to develop and coordinate system policies and procedures to ensure process adherence. Ensures effective and consistent communication among the team. Encourages feedback and customer insight to enhance the customer experience. Coordinating with other departments within in the company to ensure internal and external customer’s needs are met. Creates strategic KPI’s/goals that align with the company vision by gathering service, operations, and financial data. Delivers accurate and effective reports detailing KPI’s and summary relating to department performance. Defines objectives while identifying and evaluating obstacles to overcome. Evaluates options and puts together a course of action. Serves as an escalation path for team members, customers, agents, and internal employees in non-standard situations needing guidance. Ultimately responsible for delivering accurate, friendly, consistent and professional high-quality service to our customers.

Requirements and knowledge

•   Bilingual: English/Spanish
•   Excellent communication skills
•   Excellent customer service skills
•   Strong project management skills
•   Strong time management skills
•   Results driven
•   Strong leadership skills

Preferred qualifications

•   Proficient in one or more systems/technologies
•   Strong technical aptitude
•   Networking experience
•   Building Management System experience

Education

Bachelor's degree

We value diversity and are an equal opportunity organization. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnic or national origin, disability, pregnancy, and religion.

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

Any candidate for whom an Agency has submitted an unsolicited resume will be deemed by Acuity Brands to have been referred by the Agency free of charge or fee. This includes any agency that is an approved/contracted provider but does not have the proper approvals to participate in a search.