Learning Development jobs in Canada

TECHNICAL SUPPORT MANAGER

ABOUT PARITY:

Buildings in our beautiful cities, where we live and work, are producing 40% of the CO2 going into our atmosphere and contributing to climate change. We need to HEAT, VENTILATE, and AIR CONDITION our buildings 24/7. Most of the energy consumed in a building is for our comfort, but 50% of it is wasted! This is because buildings have little to no technology to control this.

Parity is a Remote HVAC Optimization as a Service company. We remotely control and optimize HVAC systems 24/7/365 to deliver automatic energy savings and revenue to multifamily residential buildings and hotels. Using advanced algorithms, Parity can predict the amount of energy needed ahead of time to operate a building to meet its residents' demands and adapt the building's systems and machinery in real time. We save our customers:

1. Time - we automate setpoint adjustments and demand response protocols. Our Pi (Parity Insights) dashboard provides early alerting services when things go down.
2. Money - Parity contractually guarantees the savings that we expect to deliver to our multifamily customers. We also provide quarterly and annual energy savings reports.
3. CO2 Emissions - we reduce a building’s emissions by optimizing its HVAC systems and reducing energy waste.

THE ROLE:

We are seeking a highly skilled Technical Support Manager to join our team and ensure the seamless integration and operation of our clients' buildings with the Parity platform. In this role, you will be pivotal in maintaining, improving, and supporting the delivery of Parity’s Optimizer service for all our active accounts.

Your expertise in Niagara N4 and experience with multi-residential and/or hotel HVAC systems will be crucial as you work with Parity’s Customer Success and Operations teams. You will provide daily technical and customer support to our customer and their third-party vendors, as well as internal support to Parity’s project engineers and customer success team. Your primary responsibility will be to ensure that all service and technical support inquiries are addressed promptly and efficiently, optimizing the performance of all buildings within our portfolio.

Key responsibilities include resolving and closing service tickets within specified timelines and ensuring that our customers’ system and Parity’s programs operate optimally. This role will primarily focus on both our Canadian and US customers, collaborating closely with leaders from the Operations team, including Engineering, Energy Savings and Reporting, and Customer Success.

We are looking for a candidate with substantial experience in Controls/Building Automation, deep understanding of central plant mechanical systems, and strong communication skills who is passionate about the energy and Cleantech space. If you have a strong background in these areas and are committed to delivering exceptional support and solutions, we would love to hear from you!

RESPONSIBILITIES:

• Working closely with the service delivery manager to support the management of the full portfolio of customer accounts.
• Monitor and address customer inquiries daily using our ticketing system, collaborating with service and customer success colleagues for prompt and accurate resolution.
• Communicate with customer contacts to understand relevant issues, appropriately diagnose issues and resolutions.
• Implement adjustments to Parity control algorithms and logic to address customer issues.
• Coordinating closely with Parity field staff to resolve onsite deficiencies or equipment failures as needed.
• Maintain detailed documentation of site operations, including system and equipment changes.
• Collaborate with internal team members, including the customer success team, and external vendors to proactively assess the state of operation of client buildings as part of Parity’s ongoing commissioning process.
• Review Parity control algorithms and logic for potential efficiency improvements and commissioning opportunities.
• Collaborate with the Energy Reporting and Savings Delivery team to assess and investigate energy savings opportunities and inefficient systems, based on IPMVP reporting methodologies.
• Work with the Product team to upgrade and enhance Parity’s software integrations and capabilities across existing customers.
• Provide mentoring and development of less experienced technical staff as well as technical support/education for customers.
• Continuously optimize and improve current processes.

QUALIFICATIONS:

• Academic background in Engineering, with a focus on HVAC, building automation, or mechanical/electrical engineering.
• 3-5+ years of experience in one or more of the following areas:
• Controls/Building Automation, particularly for multi-residential buildings
• Energy auditing and/or energy services
• MEP Engineering
• Advanced understanding and proficiency with BMS systems.
• Field service experience, particularly with the following hardware and software:
• Niagara N4 Framework
• Vykon JACES
• VFDs
• Proven track record in customer-facing roles, demonstrating effective communication and problem-solving skills in resolving client inquiries and ensuring satisfaction.
• Preference for candidates with additional qualifications, such as:
• Experience working with MEP and controls drawings
• Managing multi-residential installation/retrofit projects
• Extensive experience with BAS
• Must have excellent collaboration skills, ability to work in a fast-paced environment, and be organized.
• Quick learner, capable of independent work and process improvement.
• Constantly seeking efficiency and optimization in processes and procedures, identifying and addressing gaps proactively.
• Able to manage large scale projects and initiatives, specifications, track project schedules, and customer requirements.

WHY JOIN US?

Join Parity during a period of tremendous growth in a key role that directly contributes to our future success. You will contribute to a world-changing service that is working to make the world a better place through reduced CO2 emissions in multifamily buildings and hotels. You will also have the autonomy to learn and grow in a fast-moving, start-up environment. Plus, you can enjoy these perks:

• Benefits: Parity offers a comprehensive health benefits package - health is wealth!
• Hybrid Work Environment: This is a hybrid position, with two mandatory in-office days per week. However, it will require time onsite at customer buildings.
• Purpose and Impact: We hire top talent who cares about our social impact and vision to help make urban living sustainable. It makes a difference to work alongside a group of individuals who are all dedicated and passionate about creating positive change.
• Training and development: Each employee has a training allowance that can be used however they like, as long as it supports their role or growth within the company.

Equal Opportunity Employment: Parity is an equal opportunity employer that is committed to diversity, inclusion, and belonging. We are happy to consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal/Native American status, or any other legally protected factors. If you require accommodation during the recruitment process, including alternate formats of materials, accessible meeting rooms, or other accommodations, please let us know and we will work with you to meet your needs.

Parity welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.