Senior Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Timely completion of paperwork, including posting work orders, logging incoming calls, commissioning documentation, and necessary updates.

• Review and comprehend technical documents such as wiring diagrams and as-built drawings.

• Deliver exceptional service through calls, emails, tickets, and specialized projects.

• Evaluate various systems and energy data to uncover opportunities for energy efficiency improvements.

• Gain a thorough understanding of field-level equipment operations and coordinate with the Field Operations team.

• Assist multiple clients by adhering to tailored procedures and protocols.

• Employ questioning and active listening skills for effective communication over the phone.

• Resolve issues by identifying problems, researching solutions, implementing fixes, and escalating unresolved matters.

• Manage calls with professionalism and establish positive relationships with diverse customers over the phone.

• Exhibit flexibility in scheduling shifts as required by operational needs.

• Document processes and procedures to provide superior support and achieve first-call resolution efficiently.

• Offer training, shadowing, and coaching in both in-person and virtual formats to fellow team members.

• Conduct startup, commissioning, and recommissioning of customer HVAC, lighting, and refrigeration systems.

⛳️ Requirements

• Minimum of 3 years of experience in HVAC, mechanical systems, and/or Building Automation Systems (BAS) with a High School Diploma, or at least 1 year of experience in the same fields with a Bachelor's Degree.

• At least 2 years of experience in chiller system operation and central plant principles, including understanding the interactions between chillers, pumps, cooling towers, and building loads.

• A minimum of 1 year of experience using Microsoft 365 applications.

• Must be willing to participate in an “On Call” rotation once onboarding is complete.

• A valid, current Driver’s License is required, as well as eligibility for coverage by the company’s insurance provider.

• Capability to lift items up to 50 lbs and perform physical tasks such as squatting and climbing for extended durations.

• Ability to work at heights exceeding 8 feet and proficiency in using ladders and motorized lift equipment.

• Familiarity with control applications related to HVAC, lighting, and refrigeration.

• Previous experience in HVAC, mechanical systems, and/or Building Automation Systems (BAS) is essential.

• Openness and capacity to acquire additional knowledge on chiller operations, troubleshooting, and critical cooling systems through practical training.

• Strong understanding of IP networking and computer fundamentals.

• Experience with third-party integrations involving BACnet IP, BACnet MS/TP, and Modbus.

• Ability to interpret system graphics, alarms, trends, and operational data to assist with remote troubleshooting.

• Background in customer-facing technical support, service, commissioning, or operations environments.

• Excellent analytical and problem-solving abilities, with a quick aptitude for learning new technologies and systems.

🏝️ Benefits

• Short-term cash incentives, subject to plan requirements.

• Comprehensive medical, dental, and vision benefits.

• Wellness incentives available.

• Retirement benefits offered.

• Up to 15 paid vacation days.

• Up to 5 paid sick days.

• Up to 5 paid personal leave days.

• Up to 13 paid holidays.

• Birth and adoption leave provided.

• Parental leave available.

• Family and medical leave options.

• Bereavement leave offered.

• Jury duty leave available.

• Military leave options.

• Purchased vacation days available.

• Short-term and long-term disability coverage.

• Life insurance and Accidental Death and Dismemberment benefits.

• Health Savings Account options.

• Health Care Spending Account available.

• Dependent Care Spending Account options.

• Tuition assistance provided.

• Opportunity for remote work arrangements.