Technical Support Analyst

4 days ago

🏰 Missouri – Remote

Although this job is listed in Missouri, this company may be open to hiring remote in other states.

💵 $64.3k - $115.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Acuity

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Acuity is a market-leading industrial technology company based in Atlanta, Georgia. It leverages technology to create innovative products and services, primarily in lighting and building management solutions. With its two main business segments, Acuity Brands Lighting and Acuity Intelligent Spaces, the company focuses on delivering smart lighting solutions and intelligent space management tools aimed at enhancing customer experiences and achieving sustainability through the use of data interoperability and advanced tech platforms. Employing approximately 13,000 associates, Acuity aims to drive growth and productivity while addressing the challenges of climate change and technological advancement.

Lighting Fixtures • Lighting Controls • Lighting Solutions • Technology • IoT

10,000+ employees

⚡ Energy

📋 Description

• Responsible for providing exceptional technical support services to customers. • Respond to technical questions via telephone or e-mail. • Assist in troubleshooting refrigeration, electrical, and communication issues. • Listen to customer requirements and recommend product solutions. • Ensure customers receive quality support to solve their problems. • Collaborate with product development to assist in customer requirements. • Assist in development of product training and application support programs. • Review competitive analysis of product lines. • Develop product literature, technical bulletins, and installation instructions. • Create articles and populate knowledge base. • Update CRM with customer interactions. • Contribute to improvement of support tools and processes.

🎯 Requirements

• Four year degree in Mechanical or Electrical Engineering or equivalent field experience in HVAC and/or Refrigeration Systems , Electrical or 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. • Previous experience installing and/or using KE2 Therm controls preferred. • Knowledge of the BacNetÒ, Modbus, or other control system protocols preferred. • Experience and/or qualification in a related domain as a trainer preferred. • Relevant experience in the installation of Building Automation Systems (BAS) preferred. • IT knowledge (OS systems, networking) preferred. • Fluent in Spanish or French preferred.