At Kelso Building Services (KBS), we invest in our people by providing the training, tools, and support needed to succeed. Our culture is built on accountability, innovation, and delivering an exceptional customer experience. Team members have the opportunity to grow within a forward-thinking organization supporting critical building operations nationwide.

We are hiring both Level 1 and Level 2 Operators, based on experience.
Rotating shifts that may include evenings, weekends, and holidays.

---

Role Summary

This person serves as a key point of contact for KBS’s 24/7 monitoring services. This position is responsible for overseeing customer building systems in real time, responding to alerts, and coordinating service actions using established procedures.

This is a structured, fast-moving role that requires strong attention to detail and adherence to processes. Operators act as the bridge between customer facilities and internal service teams.

• Level 1 Operators focus on alarm review, communication, documentation, and basic remote support tasks.
• Level 2 Operators bring additional technical experience and handle more advanced troubleshooting and decision-making.

---

Core Responsibilities

System Monitoring & Response

• Continuously monitor building automation, HVAC, electrical, and related systems for alerts or irregular activity
• Review and prioritize alarms using predefined workflows and response criteria
• Distinguish between critical alerts and informational notifications using established guidelines
• Initiate appropriate escalation actions based on customer-specific protocols

Customer Communication & Support

• Act as a primary contact for customer emails and phone inquiries
• Deliver clear, professional communication during service events
• Record all interactions accurately within internal systems
• Collaborate with technicians and internal teams to ensure timely resolutions

Remote Troubleshooting

• Access customer systems securely using approved remote tools
• Analyze alarms, trends, and system data to support issue identification
• Perform approved remote actions such as resets, schedule checks, and setpoint verification
• Document findings and outcomes in standardized service records

Dispatch & Service Coordination

• Create and manage service tickets within company platforms
• Coordinate technician dispatch based on scope, urgency, and approval requirements
• Monitor service progress and provide updates to stakeholders

Reporting & Documentation

• Maintain complete and audit-ready records of all activities
• Generate reports related to alarms, system performance, and service activity
• Ensure compliance with service standards and response expectations

Training & Development

• Complete required training in building systems, customer processes, and security practices
• Participate in certification programs for monitoring center operations
• Engage in ongoing learning and quality improvement initiatives

---

Basic Qualifications

Required:

• High school diploma or equivalent (technical education is a plus)
• Strong computer skills with the ability to navigate multiple systems simultaneously
• Excellent written and verbal communication skills
• Ability to follow structured procedures and escalation processes
• High level of accuracy and attention to detail
• Ability to stay composed in time-sensitive situations
• Flexibility to work rotating schedules, including nights and weekends

Preferred (Level 2):

• Experience with building automation systems (BAS), HVAC controls, or facilities operations
• Background in monitoring centers, help desks, dispatch, or call centers
• Familiarity with ticketing or service management platforms
• Basic knowledge of mechanical or electrical systems

---

Key Skills & Attributes

• Strong situational awareness and prioritization ability
• Consistency in following defined processes
• Customer-first mindset
• Sound judgment when escalating issues
• Effective teamwork and communication
• Commitment to learning and professional growth

---

Performance Expectations

Success in this role is measured by:

• Timely response to system alerts
• Accuracy in issue evaluation and escalation
• Quality and completeness of documentation
• Meeting service level agreements (SLAs)
• Positive customer feedback
• Completion of required training and certifications

---

Growth Opportunities

This role provides a starting point for long-term careers within KBS’s operations and technology teams. Advancement opportunities may include:

• ROC Operator – Level 2
• Remote Systems Specialist
• Building Automation Support
• Operations Supervisor
• Monitoring & Analytics roles

Advancement is performance-based and supported by structured training pathways.

---

Why Work at KBS

• Be part of a growing digital facilities and remote operations platform
• Gain exposure to advanced smart building technologies
• Access formal training and certification programs
• Contribute to mission-critical operations that impact customer uptime
• Join a company focused on safety, performance, and innovation

---

Compensation & Benefits

• Competitive hourly pay
• Medical benefits package
• Paid time off
• 401(k) with company match