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DDC Support Specialist

Salary undisclosed

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Dice
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Job Description

Job Description

Description

Join a great team of building automation specialists in a friendly and exciting environment!

The candidate for this position will be responsible for providing both onsite and remote technical support and excellent customer service to both internal and external customers including mechanical service technicians and service managers, HVAC Controls technicians, HVAC Controls Project Technicians, and the customer base of Piedmont Service Group and CMS Controls for their building automation systems. Support sales with technical questions related to legacy systems, existing installations, or extensive integrations. Overall, this position should create a better customer service experience for end-user customers as well as our technician team by providing readily available support during normal working hours.

Essential Job Functions:

  • Excellent customer service skills that help drive customer loyalty.
  • Experience supporting remote field service technicians to optimize their customer assignments, skills, and productivity.
  • Leverage appropriate communication strategies (email, phone call, etc.) to be highly effective at managing internal and external customer expectations on a proactive basis. Must also leverage this same skill set to work through customer conflict/concerns.
  • Broad knowledge of Building Automation systems and commercial and industrial HVAC equipment and applications. Foundation for advanced technical troubleshooting in both controls and mechanical equipment.
  • Strong organization and follow-up skills to provide timely feedback to customers during and after a service call.
  • Effective delegation skills to meet/exceed customer expectations and help develop the skills of employees.
  • Strong work ethic.
  • Effective user of Microsoft Office (Outlook, Excel, Word) and Mobile Tech service management tools and apps.
  • Clear, concise, and empathetic communication skills, both verbal and written.
  • Champion of continued training and ability to teach skills to others
  • Perform quality inspections of new CMS Controls projects related to front-end graphics, alarms, set points, and general user function.
  • Support service operations if necessary to provide technical input for complex proposals and solutions needing further research or field verification.
  • Compile and maintain a database of installed and maintained Tridium JACEs (and supervisors) with product details including JACE type, size, software version, and SMA status as a means of supporting DDC service as well as DDC sales in order to proactively manage customer's need for having maintainable and up-to-date hardware and software.
  • Special projects including building analytics participation requested and discussed with General Manager, Service Manager, and Project Operations Manager
  • Participate in after hours on-call rotation

Requirements:

  • Tridium AX/ N4 Certifications required
  • Factory trained in Distech, Trend, and Siemens a must. Carrier, Trane, Schneider, and JCI system knowledge is a plus.
  • Key2Act Software experience a plus
  • 7+ years of HVAC and DDC field experience
  • Strong understanding of DDC Service operations and contract management

Technical Knowledge

  • Extensive Distech and Siemens Controls experience
  • Johnson Controls N2/ FX, Carrier CCN, or Trane Controls experience a plus
  • Must be able to research and read applicable literature
  • Niagara AX or N4 Certification
  • Experience with BACnet, Lon Works, and various legacy protocols
  • Motivated to keep technical knowledge up to date

Physical Requirements

  • Ability to lift 50 lbs. in assistance of loading, unloading, and storing materials and equipment
  • Bending, Climbing, Pulling, Pushing, Balancing, Kneeling, Twisting, and Standing
  • Climbing stairs and ladders

Job Type: Full-time - Hourly

Reports to: Controls Service Manager

Required work authorization: United States


BENEFITS INCLUDE:

  • Company mobile phone (smartphone)
  • 401k Plan with company match
  • Excellent medical benefits plan
  • Ongoing training and education opportunities
  • Paid holidays
  • Paid time off (PTO) without waiting period
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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