Delta System Specialist

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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 Help Desk and chat. Manage/analyze/prioritize 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; issue 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 determine 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;
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.

Preferred Qualifications

Certification of completion from an accredited, two-year electronic engineering program or…