Technical Support Analyst

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.

What will you do?

· 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.

· 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.

· Update the customer database (CRM) and log internal notes following customer email/phone conversations.

· 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.

Which candidate profile are we looking for?

Mandatory:

· 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

o IT/Communications

· 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, and Word

Asset:

· Previous experience installing and/or using KE2 Therm controls.

· Knowledge of the BacNetÒ, 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.

Job Type: Full-time

Schedule:

• Monday to Friday

Experience:

• Building Automation: 1 year (Preferred)
• Technical writing: 3 years (Required)
• HVAC: 1 year (Preferred)
• Component Content Management Systems (CCMS): 1 year (Required)
• Adobe InDesign: 1 year (Preferred)
• Adobe Illustrator: 1 year (Preferred)
• Visio: 1 year (Preferred)

Ability to Commute:

• Washington, MO 63090 (Required)

Ability to Relocate:

• Washington, MO 63090: Relocate before starting work (Required)

Work Location: Hybrid remote in Washington, MO 63090