Tier 2 Technical Support Manager – Commercial Smart Lighting

Tier 2 Technical Support Manager – Commercial Smart Lighting

Company Information

JDRF Electromag Engineering Inc. is a research-intensive product development company located in Port Credit, Mississauga, Ontario. Our mission is to reduce global GHG emissions by creating affordable Smart Lighting for commercial buildings.

We have developed a breakthrough technology that will transform the commercial smart lighting industry and have a measurable impact on global GHG emissions.

As a member of our team, you will join what we believe is the most exciting clean-tech story in Canada. You will also have the opportunity to be part of a close-knit and innovative team that works with cutting-edge technology, including machine learning, edge computing, and data fusion.

General Description

We are seeking a skilled and proactive Tier 2 Technical Support Manager to lead our technical support efforts for commercial smart lighting projects. This role requires deep technical expertise, problem-solving skills, and the ability to guide a support team in resolving complex technical issues.

You will serve as the primary escalation point for Tier 2 support, ensuring smooth operations and high client satisfaction in the deployment and management of smart lighting systems.

Key Responsibilities

• Provide Tier 2 technical support for commercial smart lighting projects, addressing hardware, software, and networking issues.
• Resolve technical support tickets to meet time to resolution metrics.
• Diagnose and resolve complex issues involving lighting controls, sensors, gateways, and IoT integrations.
• Collaborate with Tier 1 support to ensure seamless issue escalation and resolution.
• Work directly with clients to understand their technical concerns and provide effective solutions.
• Ensure all deployed systems meet or exceed relevant building efficiency standards, including ASHRAE 90.1, IECC, Title 24, and other regional building code regulations. (Training will be provided).

Team Leadership and Management

• Lead and mentor a team of Tier 2 support specialists, ensuring their technical growth and efficiency.
• Develop and implement best practices for troubleshooting and client communication.
• Act as the escalation point for the team, ensuring timely and accurate resolution of critical issues.

Collaboration and Coordination

• Partner with engineering, product development, and installation teams to address product-related issues and improve system reliability.
• Provide feedback to product teams on recurring client issues to drive product enhancements.
• Assist in training and upskilling Tier 1 support staff and field technicians.
• Work closely with engineering, product development, and project management teams to resolve recurring technical issues and improve system reliability.
• Serve as a liaison between clients, contractors, and internal teams to address technical concerns and ensure project success.

Process Improvement

• Monitor support metrics and client feedback to identify areas for improvement in service delivery.
• Create and maintain technical documentation, including FAQs, troubleshooting guides, and training materials.
• Develop and refine workflows to improve response times and resolution rates.

Standards Compliance and Documentation

• Review lighting designs and configurations to ensure compliance with energy codes and standards.
• Provide guidance to clients and internal teams on compliance with ASHRAE, Title 24, IECC and related building efficiency standards. (Training will be provided).
• Maintain detailed technical documentation, including compliance checklists, troubleshooting guides, and training materials.

Travel Requirement

• This role requires up to 20% travel within Canada and the U.S. to provide on-site support and collaborate with clients and teams on project deployments.

Qualifications

Education and Experience

• Bachelor’s degree in Electrical Engineering, Computer Science, or a related field (or equivalent experience).
• 5+ years of experience in technical support or a similar role, with at least 2 years in a leadership or management capacity.

Technical Skills

• Strong understanding of smart lighting systems, IoT devices, and associated technologies (e.g., Zigbee, Z-Wave, Bluetooth, Wi-Fi).
• Hands-on experience with lighting control systems, sensors, and integration with building management systems (BMS).
• Familiarity with networking principles, including IP addressing, routers, and switches. Proficiency in diagnostic tools and software for system monitoring and issue resolution. Strong scripting and programming skills.
• Knowledge of networking concepts and protocols.

Soft Skills

• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical audiences.
• Strong organizational skills and the ability to manage multiple projects and priorities simultaneously.
• Proven problem-solving abilities and a results-oriented mindset.

Preferred Qualifications

• Experience with commercial or industrial smart lighting installations.
• Certifications related to IoT, networking, or lighting (e.g., LC, CSM, CCNA).
• Knowledge of energy management and sustainable lighting practices.

What We Offer

• Hands-on experience in a fast-paced, innovative environment.
• Mentorship and training from industry professionals.
• Exciting, innovative, fast-paced, and growing environment prime for continuous development.
• Competitive base pay and benefits package.
• RRSP Matching Contributions Plan.

We value diversity and inclusion and encourage applications from all qualified candidates. We will accommodate applicant’s needs throughout the recruitment process. Please reach out to us at selim.ziade@jdrfelectromag.com if you have accommodation needs.