Building Automation Technical Support Manager
Acuity
Provider of lighting, controls & building management systems for commercial, industrial, institutional, infrastructure and residential sectors.
Leads Americas Technical Support, ensuring high-quality, timely assistance and team development.
9 days ago ago
Experienced (8-12 years), Expert & Leadership (13+ years)
Full Time
Brossard, Quebec, Canada
Office Full-Time
Company Size
13,200 Employees
Service Specialisms
Engineering
Consulting
Project Management
Design
Technical Services
Construction services
Turnkey
Sector Specialisms
Health & Social Care
Dental
Social Care
Healthcare Transactions
Social Care Transactions
Regulatory Due Diligence
Role
Description
support operations
data analysis
process documentation
root cause
kpi monitoring
team leadership
- Oversee daily Technical Support operations, ensuring adherence to service levels, performance metrics, and overall customer satisfaction goals.
- Execute CX tactical initiatives related to the Technical Support function and team development.
- Collaborate with Advanced Support and Product Management to address skill gaps and prepare the team for new product launches and feature updates.
- Analyze operational data to provide data-driven recommendations to enhance efficiency and service quality.
- Ensure the creation, maintenance, and continuous improvement of Standard Operating Procedures (SOPs), process documentation, and reference materials to drive consistency and efficiency.
- Identify operational inefficiencies and propose process improvements in alignment with broader CX initiatives.
- Review recurring issue trends and collaborate with cross-functional teams to resolve root causes.
- Provide actionable feedback to Product Management and R&D on recurring product challenges and improvement opportunities.
- Establish and monitor clear team objectives and KPIs aligned with CX priorities, maintaining visibility into SLA compliance, backlog, and response performance.
- Champions a customer-centric mindset, ensuring technical support operations consistently deliver value, reliability and confidence to our customers.
- Partner with the Education team to ensure lessons from real-world support cases inform training materials and enablement content.
- Conduct regular one-on-ones, performance reviews, and development plans to strengthen technical expertise and customer-facing effectiveness.
- Lead, coach, and develop the Technical Support team, fostering engagement, collaboration, and exceptional service.
- Act as the operational liaison between Technical Support and key internal partners, including Customer Service, Product Management, Advanced Support, and Education.
Requirements
hvac
bas
bacnet
niagara
bachelor's
leadership
- Strong analytical and organizational skills; data-driven mindset.
- 5–7 years of experience in Technical Support, Building Automation Systems, or HVAC controls.
- Bachelor’s degree in Engineering, Technology, or related field (or equivalent technical experience).
- Knowledge of Distech Controls products or the Niagara Framework is an asset.
- Excellent communicator and collaborator with cross-functional partners.
- Proven ability to lead, coach and develop a diverse technical team.
- Skilled at translating strategic goals into actionable operational plans.
- Strong technical knowledge of HVAC systems, BAS, networking, and related protocols (BACnet®, Modbus®, LonWorks®).
- Experience in a manufacturing or OEM environment with exposure to product support, warranty, or customer operations.
- Minimum 3 years of people leadership experience.
Benefits
Information not given or found
Training + Development
Information not given or found
Interview process
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Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
Revenue $3.8b
Annual Revenue 2023
The company generates approximately $3.8 billion in annual revenue (2023).
Formed 2001
Year of Reinvention
The company was reinvented as Acuity Brands in 2001, pivoting into lighting and smart building technology.
Acquired 2015
Strategic Acquisitions
The company has made significant strategic acquisitions, including Distech in 2015.
Expansion 2021
Global Expansion
The company expanded its global presence with the acquisition of OSRAM DS in 2021.
- Generates roughly $3.8 billion in annual revenue (2023), trading publicly under ticker AYI.
- Designs and manufactures luminaires, lighting controls, power supplies, skylights and integrated systems.
- Typical projects span new‑build and retrofit installations in commercial offices, industrial facilities, institutional campuses, transportation infrastructure and homes.
- Under brands like Lithonia, Holophane, Juno and nLight, it blends LED innovation with IoT‑enabled controls.
- Stands out with its Atrius IoT platform and a unique combo of lighting, building analytics and smart controls—blurring lines between hardware and software.
Culture + Values
- We value transparency and open communication.
- We strive to foster a culture of inclusion and respect.
- We encourage a growth mindset and constant learning.
- We prioritize customer satisfaction and focus on delivering results.
- We embrace innovation and challenge the status quo.
Environment + Sustainability
2040 Target
Net Zero Goal
Committed to achieving net zero greenhouse gas emissions across operations and value chain by 2040.
- Efficiency initiatives reduce energy consumption in operations.
- Renewable energy sources power their operations.
- Sustainability is integral to product development and design.
Inclusion & Diversity
- Everyone feels valued in an inclusive culture.
- Specific goals have been set to increase gender diversity within leadership roles.
- Gender diversity in the workforce is tracked and reported.
- Equal opportunity is promoted in hiring and career development.
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