Sr Technical Support Specialist

Sr Technical Support Specialist

Requirements

• High school diploma or GED
• 3+ years of experience in HVAC, electrician, controls service coordinator, service technician, and/or service dispatcher

Responsibilities

• Complete paperwork on time, including posting of work orders, logging of incoming calls, commissioning documentation, and other required updates.
• Understanding and reviewing technical documents such as wiring diagrams, as-builts, etc.
• Support and provide superior service via calls, e-mails, tickets, and special projects
• Analyze different systems and energy data to find potential for energy optimization
• Understanding the operation of field level equipment and coordination with Field operations team
• Support multiple customers following customized procedures and protocols for each.
• Use questioning and listening skills that support effective telephone communication.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Understand the impact of attitude in handling calls professionally
• Apply the elements of building positive rapport with different types of customers over the phone.
• Provide training, shadowing, coaching in person and virtually to other team members
• Provide startup, commission, and re-commission of customer HVAC, lighting, and refrigeration systems.
• Highly organized individual with above average time management skills
• Ability to resolve customer conflict quickly and effectively
• Able to provide direction and guidance to other team members
• Significant contribution to department or unit by applying advanced knowledge of one or more functional areas
• Excellent communication skills as well as the ability to work well in a team environment and manage the team effectively.
• Must be a self-starter and possess the ability to organize and plan your work schedule
• Must possess the ability to work without close supervision
• Always maintain a professional presentation in appearance
• Must be able to multitask – be able to work on multiple tasks/projects at one time

Preferred Qualifications

• Knowledge in controls applications pertaining to HVAC, lighting, and refrigeration.
• Prior experience in HVAC and/or Building Automation
• Solid understanding of IP networking and computer fundamentals
• Third-party integration experience (BACnet IP, BACnet MS/TP, Modbus)
• Solid communication skills (ability to follow/direct written and verbal instruction)
• Proficient in the use of E-Mail, Microsoft Office: Word, Excel, Outlook, Power-Point, and other directly related software
• Requires passion and dedication to providing the customer with innovative and superior building automation systems and outstanding customer service
• Must be able to work in a team environment
• Must be able to participate in an ‘On Call’ rotation. (after onboarding process has been completed)