BAS Support Specialist

Key Responsibilities

• Serve as a primary point of contact for customer inquiries related to building automation and controls systems.
• Aid customers with system navigation, operational questions, and basic troubleshooting.
• Provide timely updates regarding open issues, service requests, and support activities.
• Document customer interactions and maintain accurate records within company systems.
• Ensure a professional and positive customer experience during all communications.

Building Automation Support

• Access and review BAS platforms to assist with operational diagnostics and system support.
• Verify schedules, equipment statuses, trends, setpoints, and system configurations.
• Perform approved remote support functions within customer building automation systems.
• Afford assistance in identifying potential system performance issues and communicating recommended actions.
• Support implementation of customer-requested programming and scheduling adjustments when authorized.

Service Coordination & Dispatch

• Create and manage service requests originating from customers, technicians, or internal departments.
• Cook up scheduling activities between customers, field personnel, and subcontractors.
• Maintain an eye on open work orders to ensure timely response and completion.
• Communicate service priorities and scheduling updates to stakeholders.
• Afford assistance in follow-up efforts to verify issue resolution and customer satisfaction.

System Administration & Documentation

• Maintain accurate records of service activity, troubleshooting efforts, and customer requests.
• Update databases, ticketing platforms, and operational software systems.
• Afford assistance in generating reports related to customer support activities and system performance.
• Ensure documentation complies with company procedures and customer requirements.
• Afford assistance in data organization and record retention initiatives.

Team Collaboration

• Work closely with controls technicians, project teams, service managers, and account representatives.
• Participate in internal meetings to discuss recurring issues, customer needs, and operational improvements.
• Contribute ideas that improve workflows, customer experience, and support processes.
• Afford assistance in onboarding and training efforts as needed.

Required Qualifications

• A high school diploma or equivalent.
• Minimum two years of HVAC, controls, facilities maintenance, technical support, or related experience.
• Strong computer skills with the ability to work across multiple software platforms simultaneously.
• Excellent verbal and written communication abilities.
• Strong organizational skills and attention to detail.
• Ability to effectively prioritize tasks and manage multiple responsibilities.
• A customer-focused mindset with strong problem-solving capabilities.

Preferred Qualifications

• Experience with Building Automation Systems (BAS), HVAC controls, or facility management technologies.
• Previous customer support, technical support, service coordination, or dispatch experience.
• Familiarity with HVAC operations, energy management systems, or controls platforms.
• Knowledge of work order management and service ticket software.
• Industry certifications related to controls, automation, HVAC, or facilities operations.