Building Automation Solutions (BAS) Technical Support Senior Analyst

Distech Controls’ success and reputation are fueled by our world-class team of employees. We look for qualified individuals who are striving to succeed and that wish to actively contribute to our continued growth. Distech Controls values its team members and offers them a modern, motivating work environment, and competitive salaries and benefits.

Distech Controls is a Canadian-based company located in Brossard, on the South Shore of Montreal (QC), with a European headquarter in Brignais (Lyon), France. We are proud to be part of the Acuity Brands’ family since 2015. Our mission is to connect people with intelligent building solutions for better health, better space, and better efficiencies through our forward-thinking technologies and services.

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. 

Why Work for Distech Controls?

• Innovative driven company
• Dynamic workplace
• Open minded company
• Fast-paced company
• Modern work environment designed for our employees Indoor and outdoor bistro areas, lounges, coffee stations

Job Summary

We are presently recruiting for a technically proficient and customer-centric Building Automation Solutions (BAS) Technical Support Specialist to join our team and provide our customers with high-quality technical support for our Distech Controls controllers, solutions and control systems network management software.   In this role, you will use your BAS expertise to troubleshoot and resolve customer issues effectively, ensuring customer satisfaction.

How you will contribute:

• Address technical inquiries related to Distech Controls products.
• Diagnose and resolve issues through phone, email, or remote support tools.
• Accurately document and track customer interactions and resolutions in the Microsoft Dynamics (CRM) ticketing system.
• Ensure customers receive timely and effective support to resolve their issues.
• Work closely with cross-functional teams to resolve customer concerns.
• Provide customer insights and feedback to the product development team regarding product functionality, including the voice of the customer.
• Communicate recommendations for product changes or modifications to the development team following established management procedures and policies.
• Continuously enhance technical knowledge and skills to stay current with the latest Distech products and technologies.
• Create and update knowledge base articles to assist customers more efficiently.
• Contribute to the improvement of tools and internal processes used by the team.

Skills and Minimum Experience Required

• Ability to diagnose complex problems.
• Attention to detail.
• Strong analytical thinking skills.
• Excellent communication skills.
• Customer service-oriented with a focus on delivering quality support.
• Highly structured and organized