Primarily responsible for various service and support functions around the clock across multiple client accounts. This role typically involves implementation, maintenance, and enhancement of control systems to ensure 24/7 facilities operations. A secondary responsibility is to support project teams designing and implementing customer building automation projects.
Overview:
Service and Support • Perform regular inspections, maintenance, and software updates of control systems • Identify and address system malfunctions or inefficiencies promptly • Implement system upgrades and enhancements to improve efficiency and performance • Continuously monitor service and support channels, including phone lines, email, chat, and ticketing systems • Track service metrics, performance indicators, and key performance indicators (KPIs) to identify issues and trends • Respond to incidents, outages, and service disruptions promptly • Manage shift schedules and workload distribution to meet service demands and effectively ensure 24/7 coverage • Act as a point of contact for escalated issues and complex customer inquiries • Collaborate with technical teams to resolve critical incidents quickly and efficiently • Develop incident response protocols and ensure they are followed
Instrumentation & Electrical Design • Create instrument lists by examining P&ID drawings • Compile submittal and procurement documentation for controls and instrument hardware • Provide technical support for panel fabrication technicians • Inspect completed control enclosures
System Design and Configuration • Participate in customer design review meetings • Assemble development system using project hardware and computers • Configure user interface and HMI screens • Configure DDC, PLC and/or DCS control algorithms • Draft system documentation from templates • Assist is customer demonstrations and acceptance testing • Configure networks to interface with equipment.
Onsite System Startup • Works in a supervised role and/or with a team at a customer site • Install project software and configuration onto site systems • Participate in point-to-point loop checks • Perform instrumentation and software calibration and tuning • Participate in functional tests of all systems • Troubleshoot installation discrepancies • Program field modifications as required • Assist with developing commissioning test plans and documentation updates/redlines • Assist with developing training documentation/presentation on operations and maintenance of system
Working Conditions • Requires on-call rotation to address critical system issues outside regular working hours. • During on-call rotation assignment, will need to be available 24/7. Out of on-call rotation required to work from Monday to Thursday regular working hours the week after an on-call rotation week. The remaining weeks of the month will work from Monday to Friday regular working hours. • The role requires travel to different facilities for installation, maintenance, or troubleshooting. • May include working in shifts, including nights, weekends, and holidays.
Qualifications: • Proven track record as a Service Specialist and experience in service and support operations in a 24/7 environment. • Associate's Degree in approved mechanical or electrical program, or proper background as determined by interview
Technical Experience (One or more of the following technologies) • Controls Experience: Tridium: Niagara N4 • Distech: Experience with BACnet and LON Distech controllers, Eclypse Controllers • Johnson Controls: Facility Explorer or Metasys controllers • Siemens: Experienced with Apogee (PXC), Talon Controllers, DXR controllers, Desigo CC or Insight • Rockwell: FactoryTalk Suite, RS Logix/Studio 5000, familiarity with PlantPAx DCS • Other useful technologies include: Scripting languages (VBA, Python, etc.) • Knowledge of Kepware OPC server, ThinManager, VMware is preferred.
HVAC Experience Preferred: • Basic understanding of HVAC systems in large building automation systems. • Understanding of sequence of operations and P&IDs for HVAC and plant utilities. • Experience with functional testing, including the ability to create, maintain, and execute test plans. • Experience with specifying instrumentation and control valves for HVAC systems