Deliver outstanding technical support to clients using Hank, our BMS, and HVAC systems.
Respond promptly to client inquiries, assess issues, and provide effective solutions.
Troubleshoot and diagnose problems related to BMS and HVAC equipment.
Collaborate with cross-functional teams to ensure timely issue resolution and client satisfaction.
Lead, mentor, and manage a global remote team of support engineers, providing guidance and ensuring the effective delivery of technical support services
Set clear objectives and performance targets for the team and provide ongoing feedback and coaching
Coordinate and prioritize daily activities to ensure effective and efficient delivery of technical support services
Develop and enforce standard operating procedures, best practices, and service level agreements (SLAs) to ensure consistent service quality
Monitor team performance and metrics, identify areas for improvement, and implement corrective actions as needed.
Foster a collaborative and inclusive team culture, promoting knowledge sharing, professional development, and continuous learning.
Manage special projects as needed
Stay updated on industry trends and share insights with the team.
Requirements:
Bachelor's degree in a related technical discipline.
Minimum 7-10 years of experience working with BMS and HVAC equipment.
Strong troubleshooting and problem-solving abilities for resolving technical issues.
Exceptional communication skills, both written and verbal.
Self-motivated and comfortable working independently in a remote environment.
Proficiency in MS Office and ticketing systems.
Flexibility to participate in occasional after-hours support and manage teams in other parts of the world
Experience Managing and Leading a team of individuals
Experience in setting team objectives, monitoring performance, and driving continuous improvement
Working knowledge of basic HVAC equipment design and Sequences of Operation (SOO), including Niagara Framework
Customer service experience in a client-facing role.
Highly organized with the ability to thrive in a fast-paced environment.
Fluent in English (reading, writing, speaking).
Availability to collaborate effectively within a remote team.
Nice to have:
Certification or additional training in BMS or HVAC systems.
Niagara Network experience
Familiarity with remote access tools and software.
Energy efficiency knowledge in HVAC systems.
Fluent in French (reading, writing, speaking)
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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