Technical Support and Learning Facilitator Hybrid

QSC APAC PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in building automation is seeking a BAS Technical Support Specialist and Learning Facilitator. The role involves delivering technical training, providing exceptional customer support, and leading process improvements. The ideal candidate will possess a relevant degree, strong technical skills, and a commitment to service excellence.

Qualifications

• Minimum 5 years in technical support, IT, HVAC, or controls.
• 4+ years' experience in BMS/HVAC Systems, Programming, Process Control.
• Valid passport required; Must diagnose complex problems.

Responsibilities

• Deliver learning on programming controllers and software.
• Provide direct technical assistance with a customer-first approach.
• Manage support cases in Microsoft Dynamics from contact to resolution.

Skills

Customer Service

Analytical thinking

Attention to detail

Proactivity

Leadership

Education

University degree or College diploma (DEC)

Tools

Microsoft Dynamics

Job description

We are currently recruiting a Building Automation Solutions (BAS) Technical Support Specialist and Learning Facilitator to support the operations of Distech Controls, a brand within the Acuity Inc. group, which is our parent company.

Who is Distech Controls?

Distech Controls is a Canadian-based company located in Brossard, on the South Shore of Montreal (QC), with a European headquarter in Brignais (Lyon), France. We are proud to be part of the Acuity Brands family since 2015. Our mission is to connect people with intelligent building solutions for better health, better space, better efficiencies through our forward-thinking technologies and services. Our passion for innovation, quality and sustainability guides our business on a daily basis, as we light the way to a brilliant, productive and connected world.

Why Work for Distech Controls?

• Innovative driven company
• Dynamic workplace
• Open minded company
• Fast-paced company

How you will contribute:

Learning Facilitator:

• Deliver instructor-led learning to our customer base on the programming of our controllers and the use of our software for the management of the controllers and control device. Note: The courses can be given in offices, at the customer’s location/hotel facilities or virtually. Up to 50% travel
• Manage the equipment, the work stations and software that is required to deliver the learning in a VM environment as well as physically.
• Be proactive by improving the available tools and the internal processes within the department.
• Ensuring that the customer is being catered to, and is following along during the class.
• Create and/or update the learning materials and support tools which are offered to our customers via the corporate website and in collaboration with the instructional design team.
• Develop and update new content for the learning courses.
• Take part in the development of the products by providing feedback gained from the customer on their requirements as it pertains to our product’s functionality.
• Communicate suggestions for changes/modifications to the development team as per our ISO procedures and policies that are in place
• Stay up to date with new technologies and products in the field related to the Distech controls product line.
• Assist in the development the on-line learning (e-learning) and/or any other content projects required by the immediate supervisor.

Technical Support:

• Customer Experience & Support:Provide direct technical assistance with a customer-first approach, ensuring that each interaction is handled professionally, empathetically, and with a focus on delivering a seamless experience.
• Technical Troubleshooting:Diagnose and resolve complex technical issues pertaining to Distech Controls controllers and control systems network management software via phone, email, and remote support tools.
• Case Management: Manage support cases in our Microsoft Dynamics ticketing system from initial contact to resolution. Ensure issues are accurately documented, with timely follow-ups, clear communication, and adherence to service level agreements (SLAs).
• Collaboration: Work with Advanced Support, Product Management, Sales Support Engineer and Customer Service teams to escalate and resolve complex issues while ensuring customer expectations are met.
• Knowledge Sharing: Contribute to internal documentation, FAQs, and the Knowledge Base to help customers and internal teams resolve issues more efficiently.
• Training & Development: Stay up to date on new Distech products, software, and industry trends to continuously improve troubleshooting skills and technical expertise.
• Process Improvement: Actively contribute to the improvement of available tools and internal processes to enhance the customer support experience and operational efficiency.

Qualified Applicants will have:

Mandatory:

• University degree, College diploma (DEC), or a minimum of 5 years of relevant experience, in technical support, IT, HVAC or controls
• Minimum of 4 years of experience in: BMS/HVAC Systems, NiagaraAX/4 Framework, Electromechanical Building, Instrumentation and Controls, Programming, Process Control
• Relevant experience in the installation of Building Automation System (BAS)
• Programming and configuration of computer networks or IT systems
• Must have a valid passport required
• Ability to diagnose complex problems
• Attention to detail
• Analytical thinker
• Great communication skills
• Customer Service oriented
• Structured and organized in his work
• Ability to work remotely from a space with minimal distractions
• Leadership and autonomy demonstrated
• Proactivity and initiative demonstrated
• Demonstrate excellent communication and interpersonal relationships
• Courtesy and positive attitude
• Demonstrated autonomy, professionalism and sense of responsibilities
• Must be able to work effectively in a fast-paced, dynamic work environment and under tight deadlines

Asset:

• Knowledge of the BacNetÒ, EchelonÒ LonWorks, Modbus, EIB, or other control system protocols.
• Knowledge of access control and lighting
• Programming and computer network configuration
• Experience and/or qualification in a related domain as a trainer
• IT knowledge (OS systems, networking)