Technical Support Specialist

**Responsibilities**:
**Training**: Provide training on the programming controllers and the use of software for the management of the controllers and control device. Up to 50% travel mostly in the US
- Manage the equipment, the work stations and software that is required to provide the training in a VM environment as well as physically.
- Be proactive by improving the available tools and the internal processes.
- Ensuring that the customer is being catered to, and is following along during the class.
- Create and/or update the training material and the training support tools which are offered to our customers via the corporate website and in collaboration with the training team.
- Develop and update new content for the training courses.
- Take part in the development of the products by providing feedback gained from the customer on their requirements as it pertains to our product’s functionality.
- Communicate suggestions for changes/modifications to the development team as per internal procedures and policies.
- Stay up to date with new technologies and products in the field.
- Assist in the development of the on-line training (e-learning) and/or any other training projects required by the immediate supervisor.

**Technical Support**: Respond to technical questions from customers pertaining to the use of controllers, solutions and control systems network management software in a problem solving context.
- Diagnose and resolve problems via on-line or phone
- Update and maintain company knowledge base internal and external.
- Ensure that customers receive quality and necessary support to solve their problems.
- Collaborate with product development by providing the perspective of the customer on the functionality of our products including voice of customer.
- Communicate suggestions for changes/modifications to the development group according to management procedures and policies in place ;
- Keep up to date with new technologies and products in the field related to the Distech controls product line and industry ;
- Actively contribute to the improvement of available tools and internal processes used by the support team ;
- Provide field support, if required.
- Create articles and populate knowledge base to assist our customers efficiently

**About You**:

- University degree, diploma, or a minimum of 5-8 years of relevant experience, in technical support, IT, HVAC or controls
- Minimum of 4 years of experience in:

- BMS/HVAC Systems
- NiagaraAX/4 Framework
- Electromechanical Building
- Instrumentation and Controls
- Programming
- Process Control
- Relevant experience in the installation of Building Automation System (BAS)
- Programming and configuration of computer networks or IT systems
- Must have a valid passport required
- Ability to diagnose complex problems
- Attention to detail
- Analytical thinker
- Great communication skills
- Customer Service oriented
- Structured and organized in his work
- Ability to work remotely from a space with mínimal distractions
- Leadership and autonomy demonstrated
- Proactivity and initiative demonstrated
- Demonstrate excellent communication and interpersonal relationships
- Courtesy and positive attitude
- Demonstrated autonomy, professionalism and sense of responsibilities
- Must be able to work effectively in a fast-paced, dynamic work environment and under tight deadlines
- Knowledge of the BacNetÒ, EchelonÒ LonWorks, Modbus, EIB, or other control system protocols.
- Knowledge of access control and lighting
- Programming and computer network configuration
- Experience and/or qualification in a related domain as a trainer
- IT knowledge (OS systems, networking)
- Preferred to be fluent in French & English
- knowledge and experience with the Niagara Framework
- knowledge and experience in building management systems, experience in training and technical support, etc.