Technical Support Engineer - HVAC, BMS, BACnet, building automation/controls - Norwood, MA
InnoTECH Staffing
- Norwood, MA
- Permanent
- Full-time
Reports To: Director of Sales Operations and ServicesGENERAL SUMMARY
As the Project Delivery and Support Engineer, you will be working with the Innovation, Product Management, and Customer Success team to improve customers' experience with our solution and deliver efficiency and scalability in how the company supports its customers. This will be obtained through improved project delivery processes, hardware and software enhancements, and the creation of new software-based tools. The ideal candidate possesses strong organizational, computer, prioritization, and collaboration skills.ESSENTIAL JOB FUNCTIONS
Provide direct technical support to users of the Company system, troubleshooting operational and technical issues over the phone and via email, while documenting and categorizing each issue with respect to issue type / level, product category, time spent and doing so in a timely manner.Where logical, work to automate as much as possible to eliminate manual work and opportunity for errors / variability in process execution.Coordinate software / hardware enhancements to eliminate manageable issues driving high volumes of manual work. Identify and organize more unique / complex issues to be addressed by Product Management and Software Development teams.Refine and maintain Company's support infrastructure and communications portal to further equip and empower reps and reduce demand for direct telephone support. This includes creating new and editing existing support content.Ensure all jobs meet Company standards for start-up and performance by refining standard processes and managing compliance of start-up technicians through the entire installation and commissioning process through handoff to the customer. Proactively engage with reps directly at critical project touchpoints to ensure compliance and adequate support within rep org and by Company in “green” status byProactively working to ensure proper startup and commissioning (quality at the source)Ensuring timely and effective response to issues that arise, e.g. component not reporting, results outside of expected range, etc. This is the responsibility of the rep (your external counterpart in the field), but you must ensure effective process, tools, and communication for mutually successful outcomes!Perform weekly audit of Company Service Portal completed tickets to report on and identify most common or repetitive resolutions and work with other team members to design out by means of enhancements to system (software / hardware), improved accessibility of support content, training enhancements, etc.Improve Service Portal effectiveness by creating / refining linkages to relevant support material for quick, logical, and effective troubleshooting help.COMPETENCIES
Accuracy and Detail Oriented
Is precise and accurate and pays attention to the details to ensure high quality.Team Orientation
Develops and fosters strong relationships with internal customers (team) and delivers exceptional results; develops capability to please customers repeatedly. Able to work independently from the team on a regular basis as well.Communication
Shares information and keeps co-workers and team abreast of issues as needed; communicates clearly and effectively in writing, on phone, and in person. Diligent in communicating and following up with internal and external customers.Problem Solving
Analyzes problems, identifies probable cause, research, and design solutions. Is committed to finding the best answer within time constraints.Quality
Tackles opportunities to improve the quality of processes, products, and service to customers (internal and external) through ongoing refinements in response to continuous feedback; emphasizes the importance of quality, organization, and excellence in the organization.PREPARATION, KNOWLEDGE, SKILLS & ABILITIES
Must be familiar with BACnet and other BMS system protocols
BSME degree or similar.
0-2+ years of prior technical support, troubleshooting and process improvement.
Understanding of construction / built environment and related rep channel a plus.
Understanding of HVAC fundamentals with critical environment or lab experience a plus.Keywords:
Building automation
Building Controls
HVAC Controls
Building Management Systems (BMS)