Technical Support Analyst

Req ID: 8126

Remote Opportunities: Remote

KE2 Therm Solutions seeks to save energy, preserve the environment, and improve profitability for our customers by delivering energy-saving electronic solutions to the Heating, Ventilating, Air Conditioning and Refrigeration (HVAC&R) industry. We are recognized for having high quality, technologically advanced products that are easy to use, and for providing superior technical applications support before and after the sale.

KE2 Therm Solutions is part of Distech Controls Inc. which is owned by Acuity Brands, Inc.

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.

Job Summary

**must live and work in Washington, Missouri**

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.
•   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.
•   Update the customer database (CRM) and log internal notes following customer email/phone conversations.
•   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.

Skills and Minimum Experience Required

Mandatory:
•   Four year degree in Mechanical or Electrical Engineering, Engineering Technology, IT, Computer Science or equivalent field experience in:
o   HVAC and/or Refrigeration Systems
o   Electrical
o   IT/Communications
•   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, and Word

Asset:
•   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.

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.

Please click here and here for more information.

Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands 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 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 Brands from 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 Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Brands 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.

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Nearest Major Market: St Louis
Job Segment: Technical Support, Sustainability, Help Desk, Information Technology, Technology, Bilingual, Energy

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