Bilingual Technical Support Senior Analyst (Building Automation)

Job Responsibility:

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.

Who is Distech Controls?

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, better efficiencies through our forward-thinking technologies and services. Our passion for innovation, quality and sustainability guides our business on a daily basis, as we light the way to a brilliant, productive and connected world.

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

DCI - Distech Controls Inc. (North American headquarter)

• Continuous professional development program
• Extensive benefits, including annual performance bonus, group insurance and retirement plan
• 5 floating days and 3 weeks' vacation (prorated) from year one'
• Reward programs
• LEED-Certified building
• Foosball and ping-pong tables
• Situated near quartier Dix30
• On-site gym
• Daily fresh fruit
• Hot and cold beverages stations
• Accessible transportation services including OPUS card reader onsite
• Deep frozen meal prepared by culinary chefs
• Rewards program

Job Summary

We are presently recruiting a technically proficient and customer-centric Technical Support Senior Analyst 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 leverage your BAS expertise to diagnose and resolve customer issues efficiently, ensuring a seamless and satisfying support experience.

Key Tasks & Responsibilities (Essential Functions)

• Customer Experience & Support: Provide direct technical assistance with a customer-first approach, ensuring that each interaction is handled professionally, empathetically, and with a focus on delivering a seamless experience.
• Technical Troubleshooting: Diagnose and resolve complex technical issues pertaining to Distech Controls controllers and control systems network management software via phone, email, and remote support tools.
• Case Management: Manage support cases in our Microsoft Dynamics ticketing system from initial contact to resolution. Ensure issues are accurately documented, with timely follow-ups, clear communication, and adherence to service level agreements (SLAs).
• Collaboration: Work with Advanced Support, Product Management, Sales Support Engineer and Customer Service teams to escalate and resolve complex issues while ensuring customer expectations are met.
• Knowledge Sharing: Contribute to internal documentation, FAQs, and the Knowledge Base to help customers and internal teams resolve issues more efficiently.
• Training & Development: Stay up to date on new Distech products, software, and industry trends to continuously improve troubleshooting skills and technical expertise.
• Process Improvement: Actively contribute to the improvement of available tools and internal processes to enhance the customer support experience and operational efficiency.

Education and Experience

• University degree or College diploma (DEC), with relevant experience in technical support, HVAC or controls.
• Minimum of 3 years of experience in:

• HVAC Systems
• Niagara Platform
• Electromechanical Building
• Instrumentation and Controls
• Programming
• Process Control
• Building Automation System (BAS)

Expérience (expérience minimale obligatoire)

• Bilingual French and English: To serve clients and external service providers across Canada and USA.
• Excellent verbal and written communication skills to convey technical concepts to both technical and non-technical stakeholders.
• Works well in a team, fostering a supportive and respectful environment.
• Strong customer service focus, with the ability to handle high-pressure situations and provide a positive customer experience.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and manage time efficiently.
• Shows understanding and patience when dealing with customer concerns, recognizing the importance of building strong customer relationships.
• Pays close attention to details, ensuring accuracy in troubleshooting, reporting, and case documentation.
• Demonstrates proactivity, initiative, and a positive attitude.

Expérience souhaitée (c.-à-d. expérience du secteur)

• Knowledge of control systems communication protocols (e.g. LonWorksÒ, BACnetÒ, Modbus).
• Familiarity with access control and lighting systems.
• Training experience or qualifications.

Distech Controls Inc. is owned by Acuity Brands Lighting, Inc., which is located in the United States. These companies share a global recruitment system on which the data you provide will be stored, and which will be subject to the laws of the United States of America.