Delta System Specialist

Delta Controls Inc.; England; On-site; GBP 29,000 - GBP 46,000; Full time

Job summary

A leading building controls manufacturer is looking for a dedicated technical support specialist to assist partners and customers with HVAC and building automation solutions. The role includes providing remote and on-site support, training, and writing knowledge base articles. Candidates should have excellent communication skills, a background in HVAC, and be willing to travel globally. This is a full-time position based in Surrey, England with competitive compensation and benefits.

Benefits

Flexible hours and scheduling available

Three weeks of vacation

In-house training provided

Qualifications

• Handle pressure and stressful situations with a goal of customer satisfaction.
• Must have a valid Driver's license and current Passport.
• Must be willing and able to travel on request.

Responsibilities

• Provide technical support via telephone and email.
• Conduct on-site investigation of application and product related issues.
• Participate in functional reviews of hardware and software developments.

Skills

Superior communication skills

Excellent analytic abilities

Knowledge of HVAC

Good organizational skills

Team player

Education

Certification from an accredited electronic engineering program

Tools

Microsoft Office

AutoCAD

Visio

Job description

About Delta Intelligent Building Technologies (Canada) Inc.(formerly known as Delta Controls).

Delta Intelligent Building Technologies (Canada) Inc. (a subsidiary of Delta Electronics) is a leading building controls manufacturer with over 300 partners in more than 80 countries. For over three decades, we have provided innovative building automation solutions for commercial, healthcare, education, and leisure facilities. We delivered the world’s first fully integrated BACnet building solution for HVAC, lighting, and access control.

Job Summary

• Provide technical support to the Delta Partnership via telephone, email, web based HelpDesk and chat. Manages/analyzes/prioritizes cases via Case Management System, author articles for Online Knowledgebase, and provide direct support via web-conferencing software tools
• Provide on-site technical assistance to partners when necessary to investigate and resolve the underlying causes of product issues
• Work closely with the product development teams to assist in defining, developing and improving Delta products so that they effectively meet the needs of our customers. The DSS can provide vital information regarding product functionality, issues and applicability due to their direct connection to our customers.
• Provide solutions for problems and challenging control requirements
• Provide local or remote training to partners and users of Delta Intelligent Building Technologies (Canada) Inc. products (see position description for Delta System Instructor for more details)
• Write Knowledge Base Articles and participate in technical webinars
• Provide technical product demonstrations where necessary.

Duties & Responsibilities

Technical Support

Ensure that technical support is available between 7:00 am and 5:00 pm (Pacific Time) on weekdays through our standard support channels

• Log incoming calls; issues information and clarification, as required
• Determine whether the issue is application, documentation, or product related
• Determine the most effective method(s) to respond to issue (workaround, Knowledgebase article, personal phone call, etc)
• Track software and hardware issues for identification and resolution.

On Site Technical Support

• Upon request conducts on-site investigation of application and product related issues
• Analyze the issue(s), identify the underlying cause(s), and determines the most appropriate response.

Product Team Member

• Participates in functional reviews of hardware and software developments
• Meets with technical writer as Subject Matter Expert for documentation development
• Participates in technical review of documentation
• Provides feedback, or reports on customer issues, to the Product Management group.

Authority

• Obtain product from inventory and ship it to partners
• Obtain assistance from fellow Delta System Specialists and the Inside Sales Representatives
• Forward software and firmware to partners for site upgrades
• Advise partners regarding the correct application of the product
• Approve Advanced Replacement RMAs.

Job Requirements

• Superior communication skills; oral, written, and interpersonal
• Excellent analytic abilities
• Handle pressure and stressful situations with a goal of customer satisfaction
• Good organizational and time management skills
• Team player; team builder
• Good knowledge of HVAC, Direct Digital Controls, Access, Lighting and Networks
• Good working knowledge of Microsoft Office Application Software; AutoCad, Visio
• Excellent understanding of the product development process at Delta Intelligent Building Technologies (Canada) Inc.
• Advanced understanding of Delta Intelligent Building Technologies (Canada) Inc. products and systems
• Ability to identify and build on distinctive strengths
• Great appreciation of customer relationship management
• Must have a valid Driver’s license and current Passport
• Must be willing and able to travel the globe on request.

Preferred Qualifications

• Certification of completion from an accredited, two-year electronic engineering program or equivalent experience
• Commitment to successfully complete the ASHRAE self-study HVAC course within the first year of this position
• Minimum one year field/application engineering experience using Delta Intelligent Building Technologies (Canada) Inc. product preferred

Work Location

Work Location: In Office 3 days a week
City: Surrey
Type: full-time, Permanent
Salary: 55,000 - 85,000 CAD
This range reflects the minimum and maximum target payable for the base salary of new hires across all Canadian locations. Actual compensation may vary outside this range and is dependent on various factors.

Why work for us?

We provide fantastic opportunities to individuals passionate about business and technology. Delta Electronics products are the most energy efficient power products in the industry and our company is perfect for those who want to create, design and build sustainable solutions using massively scalable, big-data architecture, with a strong focus on building automation. Here are some of the Delta perks you’ll receive from day 1!

• Employee & safety centric culture with the possibility of remote work
• Flexible hours and scheduling available
• Competitive total compensation along with generous vacation allowances
• Three weeks of vacation
• In-house & external training provided along with education support and opportunities
• Company funded annual personal development budget
• Financial benefits & planning such as group RRSP & company match
• Employer paid premiums for extended healthcare and family-focused benefits (health, vision and dental)
• Travel insurance coverage and access to the Employee Assistance Program (EAP)
• Wellness - onsite fitness center & company reimbursement for personal gym memberships
• Internal Recognition & Service Awards
• Transit accessible with free onsite parking
• Regular company events such as "Food Truck Fridays", Lunch & Learn and other planned activities