Technical Support Analyst
hace 3 semanas
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.
You may utilize this posting to upload your resume and information.
Job Summary The primary role for this position is to administer superior technical support via phone or e-mail to internal and external customers in the areas of product troubleshooting, diagnosis, programming or reprogramming, part identification, repair and wiring of internal components. As needed, seek additional guidance and advice from teammates to resolve customer issues and attend training to close product knowledge gaps and improve technical capabilities.
- Answer inquiries from internal and external customers via phone and email to provide technical information, crossovers, replacements parts, wiring diagrams, component spec sheets and other technical questions. Provides customer feedback on improvements to Product Team.
- Assist internal and external customers with product validation. Identify fixtures using digital photos in order to provide replacement parts or replacement fixtures. As needed, seek additional guidance and advice from Leadership to resolve customer issues. Assist Warranty Team with replacements parts identification and other technical questions.
- Attend product and technical training to close product knowledge gaps and improve technical capabilities. Utilize a blend of self-directed, formal classroom style, and online instruction.
- Capture data in the proper format as directed. This includes, but is not limited to, specific product or troubleshooting answers into cases within Salesforce, daily work tracking, statistics and metrics tracking, customer surveys, data mining, etc. Perform other duties as assigned.
- Utilize Better, Smarter, Faster tools to improve processes, communication, and resolutions for Acuity Brands products, systems, and solutions to drive improved customer satisfaction and a reduction of quality costs.
• Technical aptitude required – Electrical, wiring, reading schematics, reading/interpreting wiring diagrams.
• Computer applications proficiency required - Microsoft Office Suite, Salesforce (or similar CRM).
• On phone calls and email for 8+ hours daily.
• 100% reliable internet connection required
• 5 years of relevant work experience preferred.
• Lighting experience preferred.
• Call Center experience preferred.
• Technical degree preferred.
• Understanding of the fundamentals of manufacturing preferred.
We value diversity and are an equal opportunity organization. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnic or national origin, disability, pregnancy, and religion.
Any unsolicited resume submitted to Acuity Brands by a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine, or email address, directly to Acuity Brands employees or to the Acuity Brands resume database, shall be deemed the property of Acuity Brands. Acuity Brands will NOT pay a fee for any hiring resulting from the receipt of an unsolicited resume.
Any candidate for whom an Agency has submitted an unsolicited resume will be deemed by Acuity Brands to have been referred by the Agency free of charge or fee. This includes any agency that is an approved/contracted provider but does not have the proper approvals to participate in a search.
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