Description
Exempt
The purpose of this position is to provide customers with support based on the customer's technical problems related to their building systems as well as provide on-site and remote technical support to installers, and subcontractors. Responsible for creating control databases and setup control systems based on project specification and/or sales proposal. Performs field startup and system commissioning tasks as well as the remote installation of software and control programs.
USE: Energy and Sustainability ONLY
Creates programming logic using flow diagrams, sequences or operation, panel layouts, termination details and project specifications or sales proposal.
Performs programming of control applications using various software tools to support operator workstations, DDC field panels and third-party integration devices connected through multiple communications protocols.
May be required to perform job-site system checkout, commissioning and testing of control applications, to verify proper operation according to project specifications, sales proposal and design documentation.
Develops system graphic displays, according to project specifications or sales proposal.
Provides remote technical support to installers and customers. May be asked to provide on-site technical support to installers and customers. Part of an on-call rotation for after hours response to customers.
Performs system analysis and diagnostics. Isolate and troubleshoot problems, take corrective action if possible.
Answers customer's calls by telephone and/or email to determine the nature of the problem and responds to each situation by assessing customer's needs and provide clear and accurate responses to customer.
Articulates resolution to a customer's problem clearly both in verbal and written communication. The resolutions must be explained to the customer in a format that is understandable to the customer. Facilitates resolutions that are in the best interest of the customer and the Company.
Documents problems and resolutions and report findings back to Account Executive for customer follow-up.
If required, re-create customer problem in-house for the purpose of testing solutions.
Responsible for keeping the customer and management advised of any outstanding and reoccurring problems with products, services, or customers.
Advise Sales/Solutions team of new opportunities to see additional products or services.
Other duties may be assigned.
No formal supervisory responsibilities in this position. Provides informal assistance such as technical guidance, and/or training to coworkers. May coordinate and assign tasks to co-workers within a work unit and/or project.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associate Degree in HVAC, Electrical or Mechanical with three years industry experience, or minimum one year experience as a Systems Support Representative with Environmental Systems.
Bachelors degree preferred.
None
A valid driver's license with a good driving record for applicable vehicles, without restrictions, or limiting conditions. (Corrective lenses permitted)
Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.
Able to prepare accurate paperwork.
Regularly communicates customer suggested improvements to the various communications and interactions with the company.
Requires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or commissions. Conducts basic financial analysis.
Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills.
Experience with control and HVAC systems and their terminology.
Must possess a thorough knowledge of the use, setup and operation of Windows-based computers and desktop applications such as MS-Word and MS-Excel.
Must be flexible with schedule, including working some nights and holidays when requested. Must be willing to travel including some overnights.
Decisions made with understanding of procedures and company policies to achieve set results and deadlines. Responsible for setting own project deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
Equal Opportunity and Affirmative Action Employer Women/Minorities/Persons with Disabilities/US Veterans
This job is no longer active.