Delta System Specialist

About Delta Intelligent Building Technologies (Canada) Inc.

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.

• Provide technical support to the Delta Partnership via telephone, email, web based Help Desk 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.

• 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.

• 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.

• 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.

• 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.

• 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;
  Auto Cad, 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.

• 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…