We Light the Way
Acuity Brands (NYSE: AYI) is transforming the lighting industry. We take pride in our 13,000 employees, and they take pride in working with the best in the industry. Join a team committed to lighting the way to a more brilliant, connected, and productive world. Individually we are talented, but together we are unstoppable.
Acuity's lighting and building management solutions vary from individual devices to intelligent network systems. With fiscal year 2018 net sales of $3.7 billion, Acuity Brands has operations throughout North America, and in Europe and Asia. Individual devices include lighting controls, lighting components, controllers for various building systems (including HVAC, lighting, shades and access control), power supplies, and prismatic skylights. Among other benefits, intelligent network systems can optimize energy efficiency and comfort as well as enhance the occupant experience for various indoor and outdoor applications, all the while reducing operating costs. We continue to expand our solutions portfolio, including software and services, to provide a host of other economic benefits resulting from data analytics that enables the "Internet of Things" ("IoT") and supports the advancement of smart buildings, smart cities, and the smart grid.
What does this team do?
The Technical Support team is a critical segment of the company's larger customer service organization, responsible for delivering superior support via phone and e-mail to both internal and external customers in the areas of product troubleshooting, diagnosis, programming or reprogramming, part identification, repair and wiring of internal components.
What will you do in this role?
Answer inquiries from internal and external customers via phone and email to provide technical information, crossovers, replacements parts, wiring diagrams, component spec sheets and other technical questions
Assist internal and external customers with product validation. Identify fixtures using digital photos in order to provide replacement parts or replacement fixtures. Acts as a resource for Specialists -Tech Support. As needed, seek additional guidance and advice from Leadership to resolve customer issues. Assist Post Sales with replacements parts identification and other technical questions
Attend product and technical training to close product knowledge gaps and improve technical capabilities. Share product knowledge/best practices with team members. Utilize a blend of self-directed, formal classroom style and online instruction
Capture and analyze data in the proper format as directed. This includes, but is not limited to, specific product or troubleshooting answers into cases within Salesforce, daily work tracking, statistics and metrics tracking, customer surveys, lighting controls database maintenance, etc.
To be successful in this role you should have:
3 - 5 years experience working with customers, demonstrating an ability to effectively resolve customer issues and communicate clearly
HS Diploma; Technical degree or BS preferred
Knowledge of Product Lines and ability to utilize resources at hand to obtain technical data
Computer competence and familiarity Microsoft Office programs and Oracle
Preferred Experience: Bi-lingual fluency (English and Spanish); Lighting or related industry knowledge
We invite you to apply today to join us as We Light the Way to a Brilliant, Productive, and Connected World!
Equal Opportunity Employer/Minorities/Women/Veterans/Disabled/Sexual Orientation/Gender Identity
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Any unsolicited resumes sent to Acuity Brands from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Acuity Brands will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.
Req ID: 1080
Nearest Major Market: Chicago
Job Segment: Technical Support, Database, Oracle, HVAC, Technology, Operations, Bilingual
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled