Building Automation Technical Support Manager at Acuity in Brossard, Quebec, Canada | Kablio

Role

Description

support operations

data analysis

team coaching

kpi monitoring

sop management

process improvement

Oversee daily Technical Support operations, ensuring adherence to service levels, performance metrics, and overall customer satisfaction goals.
Analyze operational data to provide data-driven recommendations to enhance efficiency and service quality.
Lead, coach, and develop the Technical Support team, fostering engagement, collaboration, and exceptional service.
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.
Conduct regular one-on-ones, performance reviews, and development plans to strengthen technical expertise and customer-facing effectiveness.
Ensure the creation, maintenance, and continuous improvement of Standard Operating Procedures (SOPs), process documentation, and reference materials to drive consistency and efficiency.
Provide actionable feedback to Product Management and R&D on recurring product challenges and improvement opportunities.
Execute CX tactical initiatives related to the Technical Support function and team development.
Act as the operational liaison between Technical Support and key internal partners, including Customer Service, Product Management, Advanced Support, and Education.
Collaborate with Advanced Support and Product Management to address skill gaps and prepare the team for new product launches and feature updates.
Partner with the Education team to ensure lessons from real-world support cases inform training materials and enablement content.
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.

Requirements

hvac

bas

bacnet

modbus

lonworks

niagara

Excellent communicator and collaborator with cross-functional partners.
Proven ability to lead, coach and develop a diverse technical team.
Strong analytical and organizational skills; data-driven mindset.
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.
Strong technical knowledge of HVAC systems, BAS, networking, and related protocols (BACnet®, Modbus®, LonWorks®).
Skilled at translating strategic goals into actionable operational plans.
Minimum 3 years of people leadership experience.
5–7 years of experience in Technical Support, Building Automation Systems, or HVAC controls.
Experience in a manufacturing or OEM environment with exposure to product support, warranty, or customer operations.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

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.

Articles

About Us

Careers

Role

Description

support operations

data analysis

team coaching

kpi monitoring

sop management

process improvement

Oversee daily Technical Support operations, ensuring adherence to service levels, performance metrics, and overall customer satisfaction goals.
Analyze operational data to provide data-driven recommendations to enhance efficiency and service quality.
Lead, coach, and develop the Technical Support team, fostering engagement, collaboration, and exceptional service.
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.
Conduct regular one-on-ones, performance reviews, and development plans to strengthen technical expertise and customer-facing effectiveness.
Ensure the creation, maintenance, and continuous improvement of Standard Operating Procedures (SOPs), process documentation, and reference materials to drive consistency and efficiency.
Provide actionable feedback to Product Management and R&D on recurring product challenges and improvement opportunities.
Execute CX tactical initiatives related to the Technical Support function and team development.
Act as the operational liaison between Technical Support and key internal partners, including Customer Service, Product Management, Advanced Support, and Education.
Collaborate with Advanced Support and Product Management to address skill gaps and prepare the team for new product launches and feature updates.
Partner with the Education team to ensure lessons from real-world support cases inform training materials and enablement content.
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.

Requirements

hvac

bas

bacnet

modbus

lonworks

niagara

Excellent communicator and collaborator with cross-functional partners.
Proven ability to lead, coach and develop a diverse technical team.
Strong analytical and organizational skills; data-driven mindset.
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.
Strong technical knowledge of HVAC systems, BAS, networking, and related protocols (BACnet®, Modbus®, LonWorks®).
Skilled at translating strategic goals into actionable operational plans.
Minimum 3 years of people leadership experience.
5–7 years of experience in Technical Support, Building Automation Systems, or HVAC controls.
Experience in a manufacturing or OEM environment with exposure to product support, warranty, or customer operations.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

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.

Articles

About Us

Careers