Senior Technical Support Analyst

Position Number : mm11494e-005

Corporate presentation

Based on the Montreal south shore

STC Consultants a company specialised in the recruitment of human resources is presently searching for a client,manufacturing building automation systems, to fill the following position: a senior technical support analyst.

Nature of position

Under the supervision of the technical support director, and in collaboration with the technical support and R&D teams, the selected candidate will be responsible for providing technical support services to the customers. You will see to:

• Coordinate the company’s Technical support team of engineers and technicians;
• Responding to customer support phone calls and emails pertaining to the use of our controllers and their control systems network management software;
• Diagnosing and resolving customer problems remotely;
• Updating the client relations management (CRM) database and internal notes following all email or phone interactions;
• Participating in the development of products by providing information about customer needs in relation to our products functionality;
• Suggesting product improvements and changes to developers according to the company’s change management procedures and policies;
• Keeping up to date with new technologies and products in fields related to the Client’s product line;
• Taking a proactive role in improving available tools and internal processes used by the technical support department.

Required qualification

• University or College degree in an HVAC/Controls discipline;
• 5 + years of related experience in one or more of the following fields: HVAC systems, Building automation, Instrumentation and Controls,Information systems and Programming;
• Bilingualism (French and English);
• In depth knowledge of the following communication protocols: Echelon LonWorks, BacNet (MSTP and/or Over IP), and Modbus.

Salary and condition

Salary and conditions according to company's policy and candidate's experience.