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

Reporting to the Technical Services Manager under the supervision of the Team Lead, you are part of a dynamic technical team that provides product support and services to Delta Intelligent Building Technologies worldwide network of distributors as well as providing solutions for challenging control applications.

DCSS (Sr), have an advanced knowledge and experience with commercial building automation systems, preferably with Delta Controls product. DCSS (Sr) become specialists in the Delta Controls product line and are eligible to be assigned Level 2 tasks focusing on supporting a specific product family or product Enterprise (or similar entity).

1. Level 2 technical support

• Assist/guide Intermediate and Junior DCSS to bring resolution to cases.

• Handling cases escalated from designated Partner Technical Experts, or Top 10 Partners.

• DCSS (Sr.) may and may be dedicated to a product family/enterprise.

2. Customer Advocates, working closely with other departments including Product Enterprise, Product Management, training, Technical Writers and sales, to proactively improve the customer experience.

• Analyze data related to cases to find trends and report to PD enterprises.

• Determine key issues - product issues, workflow/product improvements, etc.

• Use data to feed enterprise for product improvements.

• Use data to build user facing content to improve customer experience with product. (training, KBA's, Zingtree, HowTo's, etc).

Work Location: In Office (Currently 3 days a week, subject to change)
City: Surrey
Type: full-time, Permanent
Salary: 78,000 - 97,000 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.

Duties & Responsibilities

Case Handling

Senior DCSS will also be called on to handle technical support cases as follows:

• escalated from Level 1 support, Delta-IBT Management, or designated Partner Technical Experts.
• Assist level 1 DCSS team members as needed, providing guidance and assistance with customer issues.
• Senior DCSS to actively monitor L1 cases and assist L1 as needed, particularly related to their assigned Enterprise (if applicable).
• Assist L1 support following standard case handling procedures as required for holiday relief, high demand levels, personnel shortages and as otherwise needed.
• As a Senior DCSS you are expected to provide this support without requiring supervision.
• Provide Technical Support to Delta Controls customers via our standard communication channels (including but not limited to CHAT, email, webform, telephone, etc.).
• Manage customer issues and requests through our web-based Help Desk software.
• Determine whether the issue is application, documentation, or product related.
• Provide direct support via web-conferencing software tools.
• Determine the most effective method(s) to respond to these issues (workaround, Knowledgebase article, personal telephone call, etc.).
• Analyze the issue(s), identify the underlying cause(s), and determines the most appropriate response.
• Mentor / Job Coach to Jr and Int DCSS.

Customer Advocates

• Input to Product Enterprise
• Track software and hardware issues related to your assigned product family/enterprise for identification and resolution or assisting other Sr DCSS with these tasks.
• Work closely with the product development teams to assist in defining, developing, and improving Delta Controls products so that they effectively meet the needs of our customers, using customer case data (Zendesk, Explore)
• Responsible for release sign-off tasks for new product and versions.
• Contribute to product design and concepts, with Product Development / PM.
• Participates in functional reviews of hardware and software in development.
• Participates in technical review of documentation.
• Feedback to TS and Customers
• Work with Technical Writers and/or Training staff to create, or facilitate the creation, of user facing product content and possibly provide instruction in classroom, virtual, and online video courses.
• Provide training and product updates to others in TS.
• Write product knowledge / information material (KBA's, How-To's, Case Studies, etc.).
• Upon request conducts on-site investigation of application and product related issues, as the primary DCSS.
• Provide technical product demonstrations where necessary.

Job Requirements

• Superior communication skills; oral, written, and interpersonal.
• Excellent analytic abilities.
• Able to handle pressure and stressful situations with the goal of customer satisfaction.
• Good organizational and time management skills.
• Team player; team builder.
• Excellent knowledge of HVAC, Direct Digital Controls, Access, Lighting and Networks.
• Good working knowledge of Microsoft Office Application Software; AutoCad, Visio.
• 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.
• Experience with Delta Controls product and systems is preferred.

Minimum Qualifications

• Certification of completion from an accredited, two-year technical program (ex: Automation, Instrumentation, Mechatronics) or equivalent.
• 10+ years of technical experience with commercial building automation systems.
• Commitment to successfully complete a designated self-study HVAC course within the first year of this position (or previous training or experience).

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 for growth
• 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
• Employee Referral bonuses
• Transit accessible with free onsite parking
• Regular company events such as "Food Truck Fridays", Lunch & Learn and other planned activities