Job Description

Responsibilities:

• We are looking for a Technical Support Specialist and Trainer to support Building Automation Solutions (BAS) who will work in collaboration with the internal team and Sales team. You will be responsible for providing technical support services and training to customers. Responding to their high level technical questions via telephone or email, including possible onsite visits pertaining to the use of our controllers, solutions and our control systems network management software. Being responsible to effectively present and train solutions to customer based ensuring proper deployment of our solutions.

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\xe2\x80\x99s 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 database (CRM) and log internal notes following all customer email/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