Technical Support Engineer resolving customer issues for Orb's usage - based billing platform. Collaborating with Customer Success, Product, and Engineering teams to enhance customer support experience.
About the role
- HVAC Remote Support Technician responsible for providing technical support and troubleshooting for BAS/BMS systems. Collaborating with clients and field technicians to ensure optimal HVAC system performance.
Responsibilities
- Provide remote technical support to clients and field technicians regarding the installation, maintenance, troubleshooting, and repair of BAS/BMS systems.
- Diagnose and resolve issues with HVAC systems by communicating with on-site technicians or end-users through phone, email, or remote software tools.
- Provide technical guidance to field technicians on installations, repairs, and system optimizations.
- Assist customers with operational questions, settings adjustments, and system optimization to ensure optimal performance.
- Use remote monitoring software to identify system faults, perform remote resets, adjust settings, and provide feedback on HVAC system health.
- Maintain detailed records of customer interactions, issues resolved, and solutions provided.
- Occasionally conduct training for field technicians and customers on system usage, best practices, and troubleshooting.
- Work closely with engineering teams, product managers, and field technicians to relay feedback from the field and assist in product development or improvements.
Requirements
- 3 years of experience in building automation (BAS/BMS) or HVAC control systems.
- Strong knowledge of Direct Digital Control (DDC) components and major building systems.
- Proficiency in troubleshooting, maintaining, and calibrating control components.
- Operational knowledge of mechanical HVAC systems.
- Computer skills including Microsoft Office.
- Ability to configure IT Networking components including routers, ports, switches, firewalls, and addresses.
- Programming in at least one language or function block.
- Ability to troubleshoot High and Low voltage electrical knowledge.
- High School Diploma or GED Equivalent.
- Must be legally authorized for employment in the United States.
Benefits
- Equal Opportunity Employer
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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