Building Automation Technical Support Senior Analyst

Description

• Process Improvement: Actively contribute to the improvement of available tools and internal processes to enhance the customer support experience and operational efficiency.
• Knowledge Sharing: Contribute to internal documentation, FAQs, and the Knowledge Base to help customers and internal teams resolve issues more efficiently.
• 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).
• 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.
• Pays close attention to details, ensuring accuracy in troubleshooting, reporting, and case documentation.
• 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.
• 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.
• Training & Development: Stay up to date on new Distech products, software, and industry trends to continuously improve troubleshooting skills and technical expertise.

Requirements

• Familiarity with access control and lighting systems.
• Bilingual French and English: To serve clients and external service providers across Canada and USA,
• Minimum of 3 years of experience in (one of these):
• University degree or College diploma (DEC), with relevant experience in technical support, HVAC or controls
• Works well in a team, fostering a supportive and respectful environment.
• Shows understanding and patience when dealing with customer concerns, recognizing the importance of building strong customer relationships.
• Knowledge of control systems communication protocols (e.g. LonWorks, BACnet, Modbus).
• Excellent verbal and written communication skills to convey technical concepts to both technical and non-technical stakeholders.
• Training experience or qualifications. Niagara experience
• Strong customer service focus, with the ability to handle high-pressure situations and provide a positive customer experience.
• Strong analytical and problem-solving skills.
• Demonstrates proactivity, initiative, and a positive attitude.
• Ability to prioritize tasks and manage time efficiently.
• Building Automation System (BAS)

Benefits

• Niagara Platform

Training + Development

Interview process

Visa Sponsorship

Security clearance