Remote Services Representative

About the Role

This position requires an individual to apply their technical expertise to support internal and external customers, including field service technicians, project managers, contract and service clients, and end users. Primary responsibilities include providing remote BMS support, alarm monitoring, system and energy savings analysis, and telephone technical support. The role may also assist field service and construction technicians with system commissioning for ongoing projects.

Key Responsibilities

• Utilizes the tools created for Remote Services to perform daily activities on client systems.
• Maintains regular communication with both internal and external contacts and clients regarding ongoing issues and activities.
• Identifies recommendations to repair or modify client systems for operational or energy efficiency improvement and provides necessary information to the Sunbelt Service Salesperson. This includes recommendations to update systems to the latest standards or into quality compliance.
• Monitors and responds to alarms and events generated by the client’s remote building management systems.
• Makes adjustments to client system parameters, programs, or graphics as requested and directed by the client where contractually appropriate.
• Monitors Building Management System uptime and notifies clients when a downtime event occurs.
• Creates reports from templates and ensures they are delivered at scheduled intervals to contract clients.
• Assists with user management and support for the Remote Services tools to help ensure total system security.
• Supports sales in client presentations and demonstrations, and support proposal development as necessary.
• Manages weekly time allocations to multiple assigned projects for on-time weekly submission of the individual’s time sheet.
• Responsible for practicing safe work habits and participates in office safety program requirements and that of any specific safety requirements of all assigned projects.
• Attends and successfully completes the OSHA 10 safety training classes.
• Takes personal responsibility for the successful completion of any assigned formal training and development plans.
• Participates in the ongoing development program with other entry-level engineers.

Requirements & Tech Stack

• Strong technical knowledge of HVAC, Building Automation Systems, analytics, computer-operated systems, servers, and networks.
• Excellent communication skills and the ability to work effectively in a fast-paced environment.
• MS Office Suite, Windows, and File Structure.
• Basic TCP/IP network structure and web navigation.
• Must be highly organized and possess the ability to work in a high-paced environment with the ability to prioritize tasks to meet schedules.
• Ability to operate independently and autonomously and take ownership of all assigned tasks.
• Must possess and maintain a valid driver's license.
• Ability to execute work to ensure high customer satisfaction and the highest quality deliverable.
• Excellent oral, written, and interpersonal skills.

Qualifications

• Three years of experience in HVAC service or another customer service position is preferred.
• Mechanical aptitude and any technical school training is a plus.

Competencies

• Proactivity / Initiative
• Perseverance
• Insight
• Engagement
• Teamwork
• Big Picture
• Motivation / Dedication
• Technical Curiosity / Willingness to Learn
• Problem-Solver

Physical Requirements

• While performing the duties of this job, the employee is regularly required to sit and stand, use hands to operate computer keyboard and telephone and talk and hear.
• Lift and/or move up to 50 lbs. occasionally, and/or up to 20 lbs. of force frequently, and/or up to 10 lbs. of force constantly to move objects.
• Regular and routine attendance is required.