Analysis and feedback of user issues regarding new features, product development, operational issues, installation challenges and system integration.
Collaborate with innovative, out-of-the-(Brain) box thinkers in a fast-paced environment
Create customer specific programs and web pages for new system deployments.
Use existing tools and documentation to minimize EMS related issues for customer solutions.
Promptly escalate customer inquiries and issues that cannot be immediately solved.
Support a rotating On-Call Schedule to maintain a 24x7 Deployment and Tech Support Call center.
Thoroughly document all customer inquiries and corrective actions in the Maintenance Database to provide a complete history and resolutions tracking story.
Assist in installer troubleshooting issues via telephone or email.
Develop / Modify documentation for best practice use of ABB/Cylon and customer specific systems.
Provide background information and technical support to Sales Team and Solutions Engineering.
Provide a timely weekly report of activities and agreed KPI’s (Key Performance Indicators).
Be flexible to support customers and the support team outside normal working hours.
Direct the remote commissioning process and verify the proper operation of all EMS related functions.
Requirements
bms
hvac
lighting controls
microsoft office
engineering degree
customer service
Have a flexible and adaptable work ethic.
Ability to multi-task and prioritize.
Excellent organizational skills and the ability to meet deadlines and work under pressure.
Strong attention to detail and anomalies in system operations and functionality.
Adept at reading/interpreting building control drawings and understanding standard construction practices.
Experience of Building Management Systems and Automation.
Ability to work on their own initiative- self-starter and to be an active part of the team.
Experience in the operation of Customer Service (CS) department.
Skilled in the standard Microsoft Office applications and PC applications
Ability and availability to work 2nd shift, weekends and On-Call.
Strict adherence to existing established procedures for the use of the maintenance database, issue documentation, issue escalation, issue resolution and site deployments.
Strong phone, written and inter-personal communications and Customer Service skills with the ability to effectively communicate with all levels of management, both external and external.
Versed in building systems such as HVAC (Heating, Ventilation, Air-Conditioning and Cooling) and Lighting Controls and their operational philosophies.
2 years’ experience in a similar direct customer facing role.
Educational qualification in Electronics Engineering / Electrical Engineering / Mech Engineering or equivalent with minimum 5 Years’ of experience in designing, installing and troubleshooting electrical and electronic building systems.
Basic knowledge of PC networking.
Be positive and be willing collaborate in proactively finding solutions to problems.
Benefits
Educational and training opportunities through company programs along with tuition assistance and student debt support.
Family building benefits include fertility coverage and adoption/surrogacy assistance.
Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!
401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.
Paid time off, including in support of volunteer and parental leave needs.