The primary role for this position is to enhance the customer experience while providing technical support for our control's product lines via telephone and e-mail to internal and external customers. Functions of the role include but are not limited to troubleshooting, identifying replacement part numbers, programming assistance and answering questions regarding wiring and wiring details. Will attend ongoing trainings to continue the closing of knowledge gaps and improve their ability to support internal and external customers more efficiently.

Key Activities

• Answer advanced phone and email inquiries for customers such as agents, distributors, electrical contractors, end users, and internal teams that require playbook free troubleshooting due to complexity of equipment/systems.
• Provides IT Support: Network Troubleshooting/Configuration, Installing/Troubleshooting Software, IIS settings. Provides Building Management System Integration Support: BACnet, MSTP, ADR. Answers general design questions. Assists with novice to advanced programming of equipment: Standalone Devices, Networked Devices. Assist with troubleshooting of equipment, Software, FW, Wiring, Cabling, Programming. In some cases may need to setup lab environments to reproduce issues and test potential workarounds. Capture required data from each customer interaction in case handling tool in proper format as directed. This includes, but is not limited to, product type, troubleshooting steps, and solutions. Will document solutions to common issues into knowledge base.
• Presents knowledge gaps to Sr/Lead Tech as they arise. Attends training to become more knowledgeable in an effort to close knowledge gaps
• Identifies process improvements and presents them to Sr Techs

Skills

• Results Driven
• Conflict Management Skills
• Excellent Customer Service/Communication
• Team Player
• Lighting Controls Commissioning Experience
• IT Networking Experience
• Building Management System Experience
• Bi-Lingual English/Spanish is mandatory

Requirements

• Associate's Degree in Electrical/Electronics or IT or equivalent
• Customer Service Experience
• Knowledge of the fundamentals of electrical, digital and analog control systems
• Strong technical aptitude