Senior Specialist - Lighting Technical Support

We use technology to solve problems in spaces, light, and more things to come for our customers, our communities, and our planet. 
 
Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.  
 
We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications. 

Job Summary & Location

At Acuity Brands, the Technical Support Senior Specialist enhances the customer experience while providing technical assistance for our complex DMX control product lines to internal and external customers. As an expert in programming and supporting the Pathway line, including the configuration and design software, the Technical Support Senior Specialist participates in ongoing training to improve the team’s ability to support and train internal and external customers more efficiently.

 

The Technical Support Senior Specialist also helps support pre-sale system design, post-sale system troubleshooting, processing repairs, providing programming assistance/training, and answering installation questions regarding wiring and wiring details.

 

This position works onsite in Decatur, GA. 

Primary Responsibilities Include

 

• Answered phone and email inquiries for customers such as dealers, agents, distributors, electrical contractors, end users, and internal teams who required software configuration and hardware troubleshooting.
• Guide the customer with clear troubleshooting steps to determine if issues pertain to configuration, hardware, or third-party devices connected to the system to resolve problems.
• Set up lab environments to reproduce issues and test potential workarounds as needed.
• Capture required data from each customer interaction in case handling tools as directed, including product types, programming files, troubleshooting steps, and solutions.
• Document solutions to common issues in the support knowledge base.
• Help create and lead training programs for internal and external customers for new software and hardware products.
• Partner with the product teams to report recurring support issues/trends and suggest actions to provide our customers with better documentation and support materials.
• Presents any knowledge gaps to management as they arise.
• Provide pre-sale design and installation guidance for Pathway DMX and Network systems to agents and dealers. 
• Answer general technical design questions and offer specific system design, configuration, and programming advice.
• Review customer and agent prospective project documents, offer system designs for new construction, and Pathway solutions for projects specified with competitor products. 
• Draw connection risers and create bills of materials as required to illustrate and communicate system designs.
• Participate in industry trade events as required.  
• Help management identify process improvements and knowledge gaps.

Required Qualifications

 

• Must demonstrate strong technical aptitude and troubleshooting skills while delivering excellent customer service.
• Professional communication skills in English, written and verbal, are required.
• Experience setting up and programming entertainment lighting gear in commercial spaces is required. 
• Experience programming DMX Style Controllers such as Mosaic, Pharos, eCue, CueServer, iPlayer3, or entertainment lighting consoles is required.
• Experience working with DMX and Ethernet DMX distribution and management systems is required.

Preferred Qualification