Technical Support Analyst (Washington, MO) Full Time

Summary

The Technical Support Analyst role at KE2 Therm Solutions involves aiding customers with energy-saving HVAC&R solutions. Part of Distech Controls Inc. and owned by Acuity Brands, Inc., KE2 Therm Solutions focuses on sustainability and innovation, delivering high-quality, user-friendly products with exceptional technical support.

Responsibilities

• 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.

Requirements

• Four year degree in Mechanical or Electrical Engineering, Engineering Technology, IT, Computer Science 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.
• Knowledge of the BacNetÒ, 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.

Benefits

• 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.
• 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.
• Remote Opportunities: Remote.