Join a team recognized for leadership, innovation and diversity

The Senior Technical Support Professional is responsible for providing technical support resolutions as well as accurate, timely referral information to our customers on our Alerton support line. This position is critical to the growth of business for Alerton and the individual filling this role must go above and beyond to help differentiate Alerton from its competition. Customer Support - Provide presale/post sale troubleshooting and routine application assistance.

Technical Job Responsibilities

• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Provides technical support to field engineers, technicians and product support who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Problem Solving - Problems are identified and solved using existing tech web information, utilizing minimal imaginative problem-solving skills.
• Applications Knowledge - Gather information and utilize web and product spec materials to guide customers through an application that consists of multiple products within the same application.
• Change Agent - Look for ways to improve support processes. Drive initiation and follow through to implementation.

Leadership Responsibilities:

• Develop a strategy that the team members can use to better reach a project’s goal.
• Create and distribute reports to update the company on the team’s progress.
• Assign and/or delegate tasks to team members and communicates clear instructions.
• Determine the completion timeline and monitor progress to keep the project on track and on schedule. (Product/Project Beta Testing)
• Manage the flow of day-to-day operations.
• Motivating the team to achieve organizational goals.
• Conducting training of new team members to maximize their potential.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Provides input on performance reviews.

#Hybrid-Li

YOU MUST HAVE

• Bachelors Degree in Engineering or related field
• Minimum of 5 years of Networks; BACnet, TCP/IP, Routers, and Switches, etc.
• Minimum of 3 years of Building Management Controls system installation, programming, and startup.
• Experience in installing, commissioning, servicing, and troubleshooting building controls products.
• Excellent customer service skills

WE VALUE

• Experience in the building controls industry (HVAC, BAS)
• BACnet, ModBus, LON protocols
• Alerton Certified Engineer (ACE) (preferred)
• Experience with Niagara Framework
• Microsoft Certified Technology Specialist (MCTS), SQL Server (preferred)
• Understanding of virtualization technologies (Microsoft & VMWare) (preferred)
• Understanding of Direct Digital Controls (DDC) Programming (preferred)
• Excellent communication skills (English) - written and verbal
• Strong Microsoft Office skills

Additional Information

• JOB ID: req443396
• Category: Customer Experience
• Location: Av. Eje 5 Norte number 990,Mexico City,CIUDAD DE MEXICO,02230,Mexico
• Nonexempt