Your primary responsibility will be to handle various technical support matters and provide expert-level support to our in-country local support teams. You will gain in-depth knowledge of our BMS products for building automation, which monitor and control systems such as heating, ventilation, air conditioning (HVAC), fire, and access & security, along with their integrations.
Responsibilities
- Resolve high-level technical problems brought to us by customers, Application Engineers, Sales personnel, and Engineering.
- Identify and qualify product failures and assist Engineering in understanding and resolving them.
- Case tracking with entries in our CRM system.
- Research and documentation of technical problems and solutions.
- Design, plan, research, evaluate, and test complex systems used to monitor and/or control electrical equipment and building management systems.
- Remote connection to customer installations for troubleshooting and healthy system checks.
- Prioritize critical site escalations, especially for Global Strategic Accounts and Strategic Partners.
- Other duties as assigned.
To be successful in the role, we see that you have/are:
- Engineering degree in electrical, building automation, or computer science, or equivalent.
- Experience in system troubleshooting, diagnosis, and problem-solving for:
- Software, hardware, networking, and databases.
- Power and/or electrical systems knowledge.
- Building automation and control; HVAC systems.
- IoT device & cloud-based connectivity is desirable.
- Experience with Microsoft Windows and Linux operating systems and associated network experience.
- Strong background in IT and communication networks (IP).
- Knowledge in building management communication protocols: BacNet, LON, Modbus, etc.
- Positive attitude, enthusiastic, self-motivated, and customer-focused.
- People-person and team player, enjoying the cross-functional interaction required for this position.
- Quick learner with an inquiring mind.
- Strong written and oral English communication skills.
- Comfortable working in a fast-paced, dynamic environment.
- Ability to work with people with a wide range of technical backgrounds, including senior professional engineers, electricians, IT engineers and personnel, account managers, and sales personnel.
- Ability to occasionally travel to various customer sites worldwide.
- Fluent in English.
