Customer Support Engineer Aircuity
THIS JOB HAS EXPIRED Reports To: Product Support Manager FLSA: Exempt
Aircuity, Inc., a fast growing technology leader in commercial building energy efficiency solutions has an
immediate opening for a talented Customer Support Engineer having the experience, leadership skills and
a desire to work in a hands-on fashion. This position will play a critical role in supporting the doubling of
our business in each of the next several years.
Aircuity is a leader in providing technology enabled commercial building energy efficiency. With the rising
cost of energy and growing environmental concerns regarding greenhouse gas emissions, commercial
building owners are challenged to find reliable technology solutions to help ensure that their buildings
operate as energy efficiently and environmentally responsible as possible without sacrificing occupant
comfort, productivity or safety. Aircuity has combined an advanced building sensing technology with web
based building performance data acquisition & analysis to provide a building energy and environment
information platform capable of supporting an array of energy performance solutions and services.
As the Customer Support Engineer, you will be working in a fast-paced environment providing front-line
product support to customers and sales representatives. The ideal candidate possesses strong
organizational, computer, phone, and prioritizing skills.
ESSENTIAL JOB FUNCTIONS-
? Act as front-line interface with customers and sales representatives, troubleshooting operational
and technical issues over the phone and via email
? Ensure problems are satisfactorily resolved in a timely and self-directed manner with focus on
providing a high level of support to all customers
? Conduct web-based product training sessions with new and existing customers.
? Using sophisticated remote diagnostic tools you will play a crucial role in the delivery of Proactive
? Play a key role in the Advisor Services implementation process
? Participate in the testing of new product releases to insure compliance with design specifications
and ease of use
? Assist in the maintenance and management of the customer issue tracking databaseCustomer Support Engineer
Accuracy and Detail Oriented Is precise and accurate and pays attention to the details to ensure
Team Orientation Develops and fosters strong relationships with internal customers
(team), and delivers exceptional results; develops capability to
please customers repeatedly.
Communication Shares information and keeps co-workers and team abreast of
issues as needed; communicates clearly and effectively in writing,
on phone, and in person. Diligent in communicating and following up
with internal and external customers.
Problem Solving Analyzes problems, identifies probable cause, researches and
designs solutions. Is committed to finding the best answer within
Quality Tackles opportunities to improve the quality of processes, products,
and service to customers (internal and external) through ongoing
refinements in response to continuous feedback; emphasizes the
importance of quality, organization, and excellence in the
PREPARATION, KNOWLEDGE, SKILLS & ABILITIES Essential Knowledge and Skills
? 5+ years prior technical support experience fielding and resolving technical inquiries in a well
structured professional manor.
? Strongly developed analytical and troubleshooting skills.
? Demonstrated outstanding verbal and written communication skills.
? Demonstrated ability to maintain self control while defusing stressful customer situations.
? Excellent customer service attitude is extremely important.
? Strong knowledge of Windows based PC hardware/software and Networking (TCP/IP)
technology. Experience with Routers/Firewalls, RS-232, Telnet, TCP/port scanner, VPN, Remote
Desktop and NIC card configuration greatly desired.
? Experience with Building Control Systems including the BACNET network protocol a plus.
WORKING CONDITIONS/PHYSICAL DEMANDS
Normal office environment
||39 Chapel Street |
Newton, MA 02458
THIS JOB HAS EXPIRED