Technical Support Analyst

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 Solutions is part of Distech Controls Inc. which is owned by Acuity Inc.

Acuity 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 (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives. 

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals. 

Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com.  

Job Summary

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. For more information visit www.ke2therm.com and www.distech-controls.com

What will be your role?
We are presently recruiting a Technical Support Analyst who will be a part of our Technical Support team.  You will be responsible for providing exceptional technical support services to our customers by responding to their technical questions via telephone or e-mail, including possible onsite visits pertaining to the use of our controllers, solutions and control systems.

Key Tasks & Responsibilities (Essential Functions)

•    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. 

Skills and Minimum Experience Required

•    Four year degree in Mechanical or Electrical Engineering, Engineering Technology, IT, Computer Science or equivalent field experience in:
o    HVAC and/or Refrigeration Systems
o    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.

Preferred Skills and Experience

•    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.

Travel Requirements

• 1-20%

The range for this position is $66,500.00  to $119,700.00 USD. Placement within this range may vary, depending on the applicant’s experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on role. For a list of our benefits, click here.

We value diversity and are an equal opportunity employer.  All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.  

Please click here and here for more information. 

Accommodation for Applicants with Disabilities:  As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need accommodation, you may contact us at (770) 922-9000, select option 4.  Please clearly indicate what type of accommodation you are requesting and for what requisition.  

Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search. 

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