Description:
Technical Support - R&D 2
Notes:
- Part of Smart Infrastructure in Building Technologies
- HVAC controls
- Heating and Air-conditioning at large facilities
- Technical support for the products we make (proprietary software and hardware)
Additional Details
(the bullet points might be good to include as what we support. The wording offers a bit more explanation):
Buildings offers a variety of products and services for buildings, including:
- Building automation and control systems
- offers integrated systems that connect HVAC, lighting, shades, safety, security, and fire systems.
- HVAC products
- offers HVAC solutions for improved comfort, energy savings, and IAQ.
- Fire safety
- offers a range of fire safety products, systems, and solutions, including detection, alarming, evacuation, and extinguishing.
- Smart building technologies
- offers a portfolio of smart building technologies, applications, and services to help customers achieve their goals.
- Building X
- offers Building X as a software-as-a-service (SaaS) model, which provides access to the latest functionality and upgrades.
Responsibilities
This is not remote position.
- Fields all incoming technical support requests into the Field Support department and accountable for resolving product information requests and product problem/solution requests.
- Accountable for support requests related to product information and product problems that are documented.
- May escalate more difficult support requests to Field Support Engineers.
- Logs all incoming support requests into the company call tracking system in a timely and professional manner. Proficient at responding, resolving, and closing 40 percent of support requests utilizing technical training and undocumented, creative solutions.
- Escalates more complex problems to Field Support Engineers.
- Complete company designated training courses for position to enhance work performance and career development
- Participates in special projects to increase the incumbent's role and technical abilities.
Requirements:
Required Knowledge/Skills, Education, and Experience
- High School diploma or equivalent
- Excellent communication, conflict resolution, and problem-solving skills
- High understanding of customer satisfaction and service orientation
Preferred Knowledge/Skills, Education, and Experience
- Bachelor's degree in Hardware or Software Engineering or Computer Science or equivalent related experience, is preferred
- Proficiency with Microsoft Windows operating system and computer networking is a plus.