Technical Support Analyst

hace 7 días

Guadalupe, Nuevo León, México Acuity Brands A tiempo completo

We leverage technology to address challenges in spaces, light, and beyond, striving to make a positive impact on our customers, communities, and the environment.

Acuity Brands, Inc. (NYSE: AYI) is a leading company in industrial technology. We utilize technology to tackle issues in spaces and light. Through our business segments, Acuity Brands Lighting and Lighting Controls (ABL), and the Intelligent Spaces Group (ISG), we develop and deliver products and services that enhance people's lives.

Situated at the crossroads of sustainability and technology, our focus is on creating technology that helps customers save energy and reduce carbon emissions. We fuel our growth by innovating new products and services such as lighting, lighting controls, building management solutions, and location-aware applications.

Job Summary

The primary responsibility of this role is to provide high-quality technical support to both internal and external customers through phone and email. This support includes product troubleshooting, diagnosis, programming, part identification, repair, and internal component wiring. Collaborate with team members when necessary to resolve customer issues, participate in training to enhance product knowledge, and improve technical skills.

Key Tasks & Responsibilities (Essential Functions)
  • Address inquiries from internal and external customers via phone and email, offering technical information, crossovers, replacement parts, wiring diagrams, and other technical assistance. Share customer feedback with the Product Team for continuous improvement.
  • Assist customers in product validation, identifying fixtures using digital photos to provide replacement parts or fixtures. Seek guidance from Leadership to resolve complex customer issues and support the Warranty Team with technical inquiries.
  • Participate in product and technical training sessions to enhance product knowledge and technical capabilities through a mix of self-directed, formal, and online learning methods.
  • Document data according to guidelines, including inputting product details or troubleshooting solutions into Salesforce cases, tracking work activities, monitoring statistics and metrics, conducting customer surveys, and other assigned duties.
  • Leverage Better, Smarter, Faster tools to streamline processes, enhance communication, and deliver resolutions for Acuity Brands products, systems, and solutions. This drives improved customer satisfaction and reduces quality costs.
Required Skills


- Proficiency in electrical knowledge, wiring, schematic interpretation, and wiring diagram analysis.

- Strong proficiency in computer applications, particularly Microsoft Office Suite and Salesforce (or similar CRM).

- Availability for phone calls and email communication for a minimum of 8 hours daily.

- Reliable internet connection with 100% uptime.

Preferred Skills and Experience


- Preferred 5 years of relevant work experience.

- Background in lighting is beneficial.

- Experience in a Call Center environment is advantageous.

- Technical degree is a plus.

- Understanding of manufacturing fundamentals is preferred.

We embrace diversity and uphold equal opportunities for all applicants. We evaluate candidates based on their qualifications without regard to race, color, age, gender, sexual orientation, gender identity, national origin, disability, pregnancy, or religion.

Any unsolicited resumes received by Acuity Brands from third parties, including Agency recruiters, shall become the property of Acuity Brands. We do not accept unsolicited resumes, and we will not pay fees for hiring resulting from such submissions.

Candidates referred by an Agency with an unsolicited resume will be considered without any charges, even if the Agency is an approved provider without appropriate search approvals.

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