Building Automation Technical Support Manager

Building Automation Technical Support Manager

Work Flexibility:
Flexible

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

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.

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.

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®, Lon Works®).
• 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…