Under general direction, creates custom reporting for our Strategic level customers based on their specific requirements. Acquires and interprets data to support custom offerings clients. Provides recommendations for improved site operation. Troubleshoots mechanical, and various building automation alarms from a remote center.  Follows protocols to escalate alarm events to appropriate dispatch or emergency resource.  Ensures high levels of customer satisfaction throughout interactions with the customer. Interfaces with the Remote Operations Technology Team and various customer personnel to ensure technology infrastructure is in alignment with contractual commitments.

Why is this an exciting time to be part of this team?

Become a member of a rapidly expanding department with great advancement opportunities. We offer a highly competitive compensation and benefits plan including medical, dental, prescription coverage, flexible spending accounts, paid life insurance, matching 401(k), ongoing training, tuition reimbursement and more. And because we're part of Johnson Controls, we can prepare you for a career on a global scale. 

How you will do it

• Utilizing remote technology, troubleshoots and commissions mechanical systems (e.g. chillers, air handling and boilers)
• Prepares documentation and reporting proposing actions to improve site operation/efficiency.
• Complete timely and accurate weekly, monthly, or quarterly reporting activities as required by the business (including metrics, scorecards, and dashboards). 
• Contribute to the exploration of new and innovative department opportunities, in both technical improvements and process efficiencies.
• Performs data manipulations and analysis on large data sets and deliver insights through easily understandable visualizations customers, that tell compelling stories and incite practical recommendations.
• Analyzes data to connect customers with additional services tailored to their needs.
• Performs complex remote system interrogations to ensure proper equipment functioning.  Performs coding adjustments as needed.  Escalates issues per department protocols.
• Creates, reviews, and revises schedules for lighting or mechanical equipment per account specifications. Interprets sequence of operations.
• Documents events thoroughly utilizing appropriate software and system tools.  Maintains customer site logs.
• Performs changes to systems in accordance with customer requests.
• Opens and closes service tickets as required to appropriately bill the customer.   Ensures documentation is complete and understandable.
• Ensures open issues are properly communicated at shift transfer.
• Performs other duties as assigned.

• Must be able to communicate and collaborate with:
  • Manager of Remote Operations
  • Subordinate Operations team members
  • Technology Team
  • Counterparts from other Customer Monitoring Centers

What we look for

• Two-year technical degree in HVAC or related discipline or three or more years’ experience with remote diagnostics of HVAC and mechanical systems required. Must be proficient with the Microsoft suite of tools. Strong Excel and Power BI a plus.  Possesses advanced troubleshooting skills and basic programming skills. Johnson Controls Metasys or Equivalent BAS product knowledge a must. Demonstrates proficient oral and written communication skills.  Demonstrates customer service orientation.  Able to fulfill various security and background check obligations as required for internal and customer contracts. 

Skills:

• Strong customer focus
• Strong interpersonal skills
• Ability to perform multi-tasks
• Effective communication skills, both oral and written
• Must possess excellent organizational and analytical skills
• Has successfully demonstrated the ability to perform and provide results in a fast paced, team-oriented environment
• Must possess career ambition
• Creative/solution oriented