BAS Service Software Engineer

About the role

The Service Software Engineer is a high-level technical role that requires someone comfortable working with Control Solutions, Inc's most valued clients. Responsibilities include resolving customer queries, recommending solutions, and guiding users through day-to-day challenges related to their building management system. Successful candidates will be excellent communicators who can earn clients' trust and provide timely, accurate solutions to technical problems.

Responsibilities

• Assist customers with technical problems when using products and services including Trend, Niagara, Honeywell, Johnson Controls, Distech, and Alerton.
• Respond to customers in a timely and accurate way via phone, email, or text.
• Take ownership of customer issues and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
• Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams.
• Analyze and report issues with existing building management systems.
• Offer the best possible solution to repair issues.
• Update internal databases with information about technical issues and useful discussions with customers.
• Inform customers about new features, functionalities, and upgrades.
• Follow up with customers to ensure technical issues are resolved.
• Assist in training junior Customer Support Engineers.
• Work with onsite Field Technicians when applicable.
• Rotate into an on-call schedule.

Requirements

• Proven work experience in the mechanical and Building Automation Industry.
• Hands-on experience with Niagara, Honeywell, Johnson Controls, Distech environments.
• Complete understanding of mechanical, electrical, and building automation systems.
• Ability to diagnose and troubleshoot technical issues that arise with mechanical systems.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Ability to be self-motivated while working remotely.