Technical Support Engineer

September 16

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Fire Safety • Security • Building Automation • Heating • Air Conditioning

10,000+

Description

• Provide technical expertise to troubleshoot complex problems and enable local branches to deliver excellence to their customers. • Work with headquarters personnel to generate and document best practices related to networking and the deployment of technical solutions. • Develop and aid in the development of sustainable solutions to address customer needs. • Interact proactively with internal and external customers to understand their needs and recommend and plan for enhancements to their systems and processes. • Performing on-site services for new and existing clients, which may include equipment servicing and equipment upgrades. • Troubleshooting technical problems and issues and recommends actions to company or customer representatives. • Assesses product needs in accordance with customer specifications. • Acts as the expert in product knowledge/subject matter expert and performs diagnostic procedures. • Interprets test information to resolve design/system-related problems and ensure continuous improvement. • Communicates technical information to technical/non-technical stakeholders that may include senior management and meets customers daily or as required to ensure high levels of customer satisfaction. • Keeps customer informed on the nature of service provided or outstanding issues and recommends system enhancements, upgrades, or repairs. • Provide technical support for the Branch Offices on an as needed basis. • Participate in large project reviews and pre-bid reviews on an as needed basis for review of required capabilities, time estimates, design requirements, etc. • Identify all technical risks and assist local site team members in risk mitigation planning. • Assist in project commissioning planning for complex projects to support local project teams as required. • Provide integration and Master System Integrator (MSI) specific support for the ALC Branch Offices, inclusive of any new offerings for integration with our sister companies’ offerings. • Develop or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers. • Participate in the creation and updating of the training content for Field Engineers. • Assist facilitating Field Engineer boot camps for in the field training of new Field Engineers. • Create and maintain standard work instructions in accordance with the Operations Manual guidance. • Provide local training and guidance that is aligned with standard work and best practices. • Assist local management in mentoring Field Engineer Supervisors and Field Engineers.

Requirements

• High School Diploma or GED • 5+ years of experience in Building Automation Systems • 1+ years of experience with the Microsoft Office Suite • Clean and valid driver’s license • Ability to travel in excess of 50% of a typical work week, including air travel, overnight hotel stays. • Capable of climbing ladders or using other lift equipment in excess of 8 feet above grade, and capable of lifting items up to 50lbs. • Bachelor’s Degree from a recognized college or university in building HVAC with a focus on building automation controls (3- or 4-year program) • Field experience and an understanding of the installation and operation of Automated Logic Controls and ability to understand/navigate third party control systems and integrations. • In depth understanding of BAS network protocols (including BACnet/IP, BACnet/MSTP, BACnet/Arcnet, Modbus TCP, Modbus RTU, Lonworks, and N2). • In depth understanding of BAS integration techniques and BACnet network fundamentals (including BBMDs and foreign device registration). • Network troubleshooting techniques and the use of network monitoring tools. • Knowledge of BAS servers. • LEED Accredited Professional • Experience in dealing with a number of simultaneous challenges, requiring knowledge of many different disciplines • A true team player who has the customer’s best interests first and foremost