Building Automation Technical Support Manager
- Permanent
Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.
We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals.
Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at .
Job Summary
The Technical Support Manager leads the Americas Technical Support function, ensuring the delivery of high-quality, timely, and consistent technical assistance to our clients. This role drives team performance, fosters people development, and champions process efficiency and cross-functional collaboration to meet service-level commitments and deliver an exceptional customer experience within a fast-paced technical environment.
Key Responsibilities
Leadership & People Development
- Lead, coach, and develop the Technical Support team, fostering engagement, collaboration, and exceptional service.
- Conduct regular one-on-ones, performance reviews, and development plans to strengthen technical expertise and customer-facing effectiveness.
- Execute CX tactical initiatives related to the Technical Support function and team development.
Operational Performance & Reporting
- Establish and monitor clear team objectives and KPIs aligned with CX priorities, maintaining visibility into SLA compliance, backlog, and response performance.
- Oversee daily Technical Support operations, ensuring adherence to service levels, performance metrics, and overall customer satisfaction goals.
- Analyze operational data to provide data-driven recommendations to enhance efficiency and service quality.
Continuous Improvement & Process Optimization
- Identify operational inefficiencies and propose process improvements in alignment with broader CX initiatives.
- Ensure the creation, maintenance, and continuous improvement of Standard Operating Procedures (SOPs), process documentation, and reference materials to drive consistency and efficiency.
- Review recurring issue trends and collaborate with cross-functional teams to resolve root causes.
Cross-Functional Collaboration
- Act as the operational liaison between Technical Support and key internal partners, including Customer Service, Product Management, Advanced Support, and Education.
- Partner with the Education team to ensure lessons from real-world support cases inform training materials and enablement content.
- Collaborate with Advanced Support and Product Management to address skill gaps and prepare the team for new product launches and feature updates.
- Provide actionable feedback to Product Management and R&D on recurring product challenges and improvement opportunities.
Minimum Requirements
Education and Experience:
- Bachelor’s degree in Engineering, Technology, or related field (or equivalent technical experience).
- 5–7 years of experience in Technical Support, Building Automation Systems, or HVAC controls.
- Minimum 3 years of people leadership experience.
- Experience in a manufacturing or OEM environment with exposure to product support, warranty, or customer operations.
Technical Skills:
- Strong technical knowledge of HVAC systems, BAS, networking, and related protocols (BACnet®, Modbus®, LonWorks®).
- Knowledge of Distech Controls products or the Niagara Framework is an asset.
Leadership & Core Competencies:
- Proven ability to lead, coach and develop a diverse technical team.
- Skilled at translating strategic goals into actionable operational plans.
- Strong analytical and organizational skills; data-driven mindset.
- Excellent communicator and collaborator with cross-functional partners.
- Champions a customer-centric mindset, ensuring technical support operations consistently deliver value, reliability and confidence to our customers.
Travel Requirements
0-25%
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.
Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Inc. 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 Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Acuity Inc. 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.
Knowledge of French is required for positions permanently located in Quebec so incumbents can communicate with their colleagues and suppliers in Quebec as necessary. French-language training is offered to all incumbents in permanent positions in Quebec who do not have a good knowledge of French.
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