Job description
We Light the Way!
Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces and light. Through our two business segments, Acuity Brands Lighting and Lighting Controls (“ABL”) and the Intelligent Spaces Group (“ISG”), we design, manufacture, and bring to market products and services that make the world more brilliant, productive, and connected. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management systems, and location-aware applications.
Job Summary
This position is for a Technical Solutions Specialist, in the Technical Solutions Support team for the Acuity Digital Lighting Components group (DLC). This role cross functionally collaborates with Sales, Marketing, and Engineering teams in order to service customers with Design Win, and Technical Service support. This position is responsible for working directly with customers to provide information to specify our products. The successful candidate will have excellent communication skills to support the specification of lighting components such as LED Drivers, LED Light Engines, Emergency Power Products, Sensors, and Controls. This position reports to the Director of Technical Solutions and Support. This is a Remote (work from home) position that requires a quiet place to work on phone and video calls.
Key Tasks & Responsibilities (Essential Functions)
Supports customers such as agents, distributors, electrical contractors, end users, and design engineers on internal and OEM Customer teams with Sales Win and Tech Service support. Answers phones and emails with Salesforce case management tools, capturing required data from each customer interaction.
Creates and documents solutions to common issues, providing technical information, crossovers, replacements parts, wiring diagrams, spec sheets, and troubleshooting assistance. Manages escalation of cases for TSS team, Product Management, and Engineering support.
Sales Win:
- Technical Sales support and Design-In information
- Spec Development (product selection) based on the customer’s applications
- Product Crossovers
Tech Service:
- Case resolution management (Salesforce tools)
- Knowledgebase development by documenting solutions
- Troubleshooting, RMA avoidance, and remote field support
- Customer Satisfaction
Education (minimum education required)
Experience (minimum experience required)
Strong desire to help customers and enjoy working on phone, email, and video calls.- Articulate, positive, and professional attitude.
- Strong technical aptitude with a highly developed attention to detail.
- Excellent interpersonal skills with an ability to work well in a highly cross-functional environment
- Excellent English communication skills. Bi-Lingual in English/Spanish preferred.
- Ability to lift up to 25 lbs.
- Proficiency in Salesforce CRM & Service Cloud case management tools preferred.
Preferred Experience (i.e. industry experience)
Customer Service, Tech support or other call-center type role- Successfully working independently with little supervision
- Lighting, LED driver, sensors, or control industry with a manufacturer, sales or distribution agency.
We invite you to apply today to join us as We Light the Way to a Brilliant, Productive, and Connected World!
We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.
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Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000. Please clearly indicate what type of accommodation you are requesting and for what requisition.
Any unsolicited resumes sent to Acuity Brands from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Acuity Brands will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.
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