Remote Technical Support Engineer – HVAC & Control Systems

Acuity Brands, Inc.; Northern (KY); Hybrid; USD 67,000 - 120,000; Full time

Benefits offered by this job

Health care

Dental coverage

Vision plans

401K benefits

Commissions/incentive compensation

Job summary

KE2 Therm, part of Distech Controls and Acuity Inc., seeks a Technical Support Analyst to deliver exceptional technical support to customers via phone, email, and on-site visits for KE2 Therm controllers and related systems.

You will diagnose refrigeration, electrical, and communication issues, update CRM tickets, and work with product teams to identify customer requirements. Some travel is expected (1–20%).

Qualifications

• Four year degree in Mechanical or Electrical Engineering, Engineering Technology, IT, Computer Science or equivalent field experience
• HVAC and/or Refrigeration Systems
• Electrical
• 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
• 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, Word, and Copilot

Responsibilities

• 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
• Update the customer database (CRM) and enter a ticket logging detailed notes following each customer email/phone conversation
• 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
• 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

Skills

Strong verbal and written comms

Diagnose complex problems

Analytical thinker

Customer service oriented

Attention to detail

Structured and organized

Autonomy and responsibility

Remote work capable

Travel readiness

Education

Four year degree in Mechanical or Electrical Engineering, IT, Computer Science or equivalent

Tools

Microsoft Office (Excel, PowerPoint, Word)

CRM systems

Job description

KE2 Therm, part of Distech Controls and Acuity Inc., seeks a Technical Support Analyst to deliver exceptional technical support to customers via phone, email, and on-site visits for KE2 Therm controllers and related systems.

You will diagnose refrigeration, electrical, and communication issues, update CRM tickets, and work with product teams to identify customer requirements. Some travel is expected (1–20%).