Technical Support Lead – Connectivity Position Available In Montgomery, Pennsylvania

Technical Support Lead – Connectivity 2.7 2.7 out of 5 stars Ambler, PA 19002 Position Objective – The primary responsibilities of this position will be to fulfill our customers’ (particularly homeowners, contractors & facility maintenance teams) needs with valued information and troubleshooting connected devices to ensure customer satisfaction. This position will lead Tier Two (escalated) technical support for connected devices for all Bradford White corporate brands. This position would locate the individual at any BWC office or factory facility. The position will begin as an individual contributor and expand to a team lead with direct reports appropriate with evolving demand.

Duties & Responsibilities:

Deploy, configure, and maintain connected customer’s products as it relates to Internet of Things (IOT), Building Management Systems (BMS) or Building Automation Systems (BAS) for the entire Bradford White connected product portfolio across all brands. Monitor connected devices to ensure seamless connectivity, functionality, and security. Provide technical support for customers on connected product issues. Collaborate with product management and product development teams to enhance connected solutions. Analyze connected data to improve customer experience and optimize service performance Ensure compliance with industry standards and data privacy regulations. Work with third-party vendors and technology partners for connected integrations. Develop user guides and training materials for customers and support teams.

Basic Required Skill Sets:

Excellent written and verbal communication skills Excellent customer service skills Strong organizational and time management skills Independent work ethic Willingness to learn Proficiency with Microsoft Outlook, Word, Excel & PowerPoint Associates degree in HVAC Technical and customer support expertise in troubleshooting BMS/BAS with various protocols such as BACnet, Modbus, etc. Experience in connected device management, cloud platforms, and connectivity protocols (Wi-Fi, Bluetooth)

Travel Requirements:

This position may require limited travel to various factory locations for training purposes and potential job specific customer needs. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.