Technical Support Specialist (BMS Systems)
BCM Controls Corporation
- Woburn, MA
- $85,000-110,000 per year
- Permanent
- Full-time
- Market, competitive wages based on experience
- Opportunities for career growth, training, and development
- A recognition culture with dynamic leadership
- Work/Life Balance
- 401(k) plan with company match
- Excellent medical, dental, vision and Rx drug insurance
- Company paid Life and AD&D insurance
- Short and Long-Term Disability Insurance
- Tuition Reimbursement
- Communicate directly with customers and team members via phone, email, screen share, etc. to troubleshoot and resolve technical issues.
- Determine next actions and seek clarity on vague or ambiguous reports from customers.
- Research, identify, develop and recommend corrective measures to address technical issues identified in the field or in-house.
- Help customers maintain the reliability and performance of their systems and address any potential technical problems utilizing fault diagnostics & detection (FDD) platforms and traditional methods.
- Assist Field Engineers with site-specific difficulties during new site commissioning as well as system extensions.
- Assist sales by providing technical recommendations for sales leads and proposals for retrofits, upgrades and or enhancements to existing equipment.
- Responsible for assisting the team with after-hours emergency customer issues when they arise. This is a shared responsibility.
- Conduct extensive self-study (reading, research and practice) to improve and maintain technical proficiency in company's product lines. Completes certifications as required by the company.
- Beyond the essentials, this role extends to various tasks and special projects.
- Understand complex control systems including diagnosing and troubleshooting networking and integration.
- Ability to troubleshoot, diagnose and repair and/or replace control components and controls systems. Also, the ability to troubleshoot mechanical, HVAC and electrical issues as related to BAS Control Systems operation.
- Extensive knowledge of a variety of electronic or digital controls systems. Andover / Schneider Electric preferred.
- Customer management skills; ability to manage customer relationships, perceptions and expectations.
- Ability to deal diplomatically and communicate effectively (verbally and written) with internal and external customers.
- Ability to work without direct supervision.
- Positive attitude, enthusiastic, self-motivated and customer focused.
- Problem-solving and critical thinking skills to provide innovative solutions.
- Ability to work with people with a wide range of technical backgrounds, including senior professional engineers, electricians, IT engineers and personnel, account managers, and sales.
- People-person and team player, enjoying the cross-functional interaction required for this position.
- Insight; ability to gather and make sense of new information.