Technical Support Analyst

Acuity Inc.•Washington, MO

1d•$66,500 - $119,700•Hybrid

About The Position

KE2 Therm Solutions seeks to save energy, preserve the environment, and improve profitability for our customers by delivering energy-saving electronic solutions to the Heating, Ventilating, Air Conditioning and Refrigeration (HVAC&R) industry. We are recognized for having high quality, technologically advanced products that are easy to use, and for providing superior technical applications support before and after the sale. KE2 Therm is an industry leader in refrigeration controls, providing energy savings and precise control to the market. We are the first to have offered widespread, accessible remote access communications in refrigeration through our patented KE2 SmartAccess technology, transitioning the industry from mechanical to electronic control and IoT. KE2 Therm is part of Distech Controls, an innovation leader in energy management solutions, which provides unique building management technologies and services that optimize energy efficiency and comfort in buildings, while reducing operating costs. Distech delivers Innovative Solutions for Greener Buildings™ through passion for innovation, quality, customer satisfaction, and sustainability. The company serves multiple market segments through its worldwide business divisions, service offices and a superior network of Authorized Partners. Distech Controls, Inc. is a subsidiary of Acuity Inc.

Requirements

Four year degree in Mechanical or Electrical Engineering, Engineering Technology, IT, Computer Science or equivalent field experience in HVAC and/or Refrigeration Systems
Four year degree in Mechanical or Electrical Engineering, Engineering Technology, IT, Computer Science or equivalent field experience in Electrical
Strong verbal and written communication skills.
Ability to diagnose complex problems.
Attention to detail
Analytical thinker
Customer Service oriented
Courtesy and positive attitude
Structured and organized in one’s own work
Demonstrate excellent communication and interpersonal relationships.
Demonstrated autonomy, diligence, professionalism and sense of responsibilities.
Ability to work remotely from a space with minimal distractions.
Willingness to travel for customer meetings, trade shows, site visits, and industry events as required.
Willingness to periodically assist in covering afterhours on-call emergency support.
Working knowledge of Microsoft programs including Excel, Power Point, Word, and Copilot.

Nice To Haves

Previous experience installing and/or using KE2 Therm controls.
Knowledge of the BacNet, Modbus, or other control system protocols.
Experience and/or qualification in a related domain as a trainer.
Relevant experience in the installation of Building Automation Systems (BAS).
IT knowledge (OS systems, networking).
Fluent in Spanish or French.

Responsibilities

Respond to technical questions from customers pertaining to the use of KE2 Therm controllers.
Assist in troubleshooting refrigeration, electrical, and communication issues related to the controllers and communication accessories.
Listen to customer requirements or challenges and recommend product solutions for their application.
Ensure that customers receive quality and necessary support to solve their problems.
Update the customer database (CRM) and enter a ticket logging detailed notes following each customer email/phone conversation.
Collaborate with product development to assist in identification of customer requirements related to the product.
Assist in the development of product training and application support programs.
Assist in review of competitive analysis of product lines.
Assist in the development of product literature, technical bulletins, and installation instructions.
Create articles and populate knowledge base to assist our customers.
Contribute to the improvement of available tools and internal processes used by the support team.
Keep up to date with new technologies and products in the field related to KE2 Therm controls and the industry.
Attend sales conferences and trade shows as required.
Provide field support, if required.
Periodically assist in covering afterhours on-call emergency support.