Job description
PURPOSE
This position is a blend of engineering, estimating, programming and / or development for customer projects and customer technical support. The role involves leveraging expertise in the Niagara Framework to design, estimate, and implement customized systems that meet client needs.
ESSENTIAL FUNCTIONS
The examples of functions listed in this job description are representative, but not necessarily exhaustive, of any one position in this job classification, and other duties may be assigned as necessary.
Technical Services End User Support :
- Provide technical support to customers over the phone to troubleshoot and diagnose issues
- Utilizing and maintaining the ticketing system for customers utilizing Niagara Framework and :
- Ensure daily average initial response time is 30 minutes or less
- Maintain regular communication with customers throughout the ticket process
- Provide ticket resolution
- Escalate open tickets to management when applicable
- Support end-users and software programmers with troubleshooting
- Escalate and provide detailed synopsis of customer concerns to vendors
- Maintain best practices
- Stay up to date with current product capabilities and industry trends
- Maintaining high level of customer service in accordance with Cochrane Supply customer service standards
Customer Projects [MH1]
EngineeringSubmittalsEstimatingCreating drivers, Java development, Web developmentCreating dashboardsDatabase creation / maintenance, Developing data standardsOther duties as assignedCOMPETENCIES
General knowledge of company safety policies and relevant OSHA standards. Ability to identify opportunities to minimize workplace health and safety hazards quickly and efficiently.Maintains focus on outcomes; is initiative-taking and goal oriented; concentrates on meeting objectives, delivering to the required time, holds performance as more important than process; sets specific, measurable goals, and takes efficient action to accomplish success.Consistently makes effective, timely, and sound decisions; solicits information from multiple sources prior to making a judgment when appropriate; addresses goals, resources, and intangibles; considers implications and contingency plans associated with all decisions.Demonstrates highly efficient time management skills with keen attention to detail; adept at multi-tasking to accomplish goals; demonstrates clear diligence; remains organized; precise documentation and risk analysis are critical for project outcomes.Executes all project activities with the client in mind. Excellent written and verbal communication skills to consistently exceed client expectations; keep project managers well-informed to enable their client success, listen attentively to address and proactively mitigate project concerns.Collaboration with, and support to others in such a way that work relationships are improved and morale is increased; is approachable; has effective communication skills. Self-motivation and steadfastness.EDUCATION / EXPERIENCE
Bachelor’s degree in computer science or other related field preferred3 years’ experience in Tridium Niagara engineering, estimating, and / or technical support or other tech-oriented roleTridium Niagara certification preferredGeneral Networking (TCP / IP, serial-based communications)Familiarity with Windows platformsHTML5 / CSS / JavaScript preferredJava or other object-oriented programming preferredDatabase maintenance (MySQL, SQL Server etc) preferredWeb development experience preferredHVAC or other building controls experienceFamiliarity with common building controls protocols such as BACnet, LonWorks, and ModbusElectrical wiring experience preferredAbility to quickly learn and retain new concepts, team playerExcellent Customer Service Skills (Phone and email)Strong typing skillsESSENTIAL PHYSICAL REQUIREMENTS
The physical characteristics described here are representative of those that must be met by an employee to successfully perform the functions required by this job classification. Reasonable accommodation may be made to enable an individual with qualified disabilities to perform the functions of this job classification, on a case-by-case basis.
Job site visits requiring work boots and hard hats, sitting, repetitive use of hands to operate computers, printers, and office equipment, standing, bending and stooping, twisting of waist side-to-side, turning and flexion of the neck, lifting and carrying objects weighing up to 50 pounds; normal manual dexterity and hand-eye coordination; corrected hearing; specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus and vision to normal range.
Work is in an office environment with associated noise, space, and computer screen exposure. Frequent travel to various job sites, external sites, and meetings is expected as part of this position.
SPECIAL NOTES, LICENSES AND CERTIFICATIONS
A valid class C driver’s license, which must be maintained throughout employment in this job classification, is required at the time of appointment. Employees in this job classification may be required to use their own vehicle.English communication skills are required of this position.Tridium Niagara certification required7 am to 4 pm Monday through FridayJob Type : Full-time
Pay : $83,000.00 - $105,200.00 per year
Benefits :
401(k)Dental insuranceFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offVision insuranceSchedule :
Day shiftWork Location : Hybrid remote in Corona, CA 92881
Salary : $83,000 - $105,200
