Remote Services Representative
JOB SUMMARY:
This position requires the individual to apply their technical experience to the support of internal and external customers, including but not limited to: field service technicians, project managers, contractor clients, and end- user clients. This includes phone support, remote BMS support, system and energy savings analysis, and alarm monitoring. At times, this role may assist field construction technicians in the commissioning of systems for ongoing projects. The position requires a high level of experience in computer skills and the understanding of computer-operated systems, including network types. The ability to convey information clearly and effectively to others in a fast-paced environment is a must.
ESSENTIAL FUNCTIONS:
- Utilizes the tools created for Remote Services to perform daily activities on client systems.
- Maintains regular communication with both internal and external contacts and clients regarding ongoing issues and activities.
- Identifies recommendations to repair or modify client systems for operational or energy efficiency improvement and provides necessary information to the Sunbelt Service Salesperson. This includes recommendations to update systems to the latest standards or into quality compliance.
- Monitors and responds to alarms and events generated by the client’s remote building management systems.
- Makes adjustments to client system parameters, programs, or graphics as requested and directed by the client where contractually appropriate.
- Monitors Building Management System uptime and notifies clients when a downtime event occurs.
- The goal is to help the client achieve a high level of uptime.
- Creates reports from templates and ensures they are delivered at scheduled intervals to contract clients.
- Assists with user management and support for the Remote Services tools to help ensure total system security.
- Supports sales in client presentations and demonstrations, and support proposal development as necessary.
- Manages weekly time allocations to multiple assigned projects for on-time weekly submission of the individual’s time sheet.
- Responsible for practicing safe work habits and participates in office safety program requirements and that of any specific safety requirements of all assigned projects.
- Attends and successfully completes the OSHA 10 safety training classes.
- Takes personal responsibility for the successful completion of any assigned formal training and development plans.
- Participates in the ongoing development program with other entry level engineers.
EDUCATION AND EXPERIENCE:
- Three years of experience in HVAC service or another customer service position is preferred.
- Mechanical aptitude and any technical school training is a plus.
- Working knowledge of MS Office Suite, Windows, and File Structure. Basic TCP/IP network structure and web navigation are required.
- Must be highly organized and possess the ability to work in a high paced environment with the ability to prioritize tasks to meet the schedules given by Sunbelt leadership.
- Has the ability to operate independently and autonomously and take ownership of all assigned tasks.
- Must possess and maintain a valid driver’s license.
- Ability to execute their work to ensure high customer satisfaction and the highest quality deliverable.
- Excellent oral, written and interpersonal skills are a requirement of this position.
ACCO COMPETENCIES:
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Proactivity / Initiative : Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.
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Perseverance : Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
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Insight : The ability to gather and make sense of information that suggests new possibilities.
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Engagement : Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
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Teamwork : The abilit