What are the responsibilities and job description for the Technical Support Representative - Shift Lead position at Smart Building Technologies, LLC?
Technical Support Representative Shift Leads needed!
Are you a natural leader with a passion for problem-solving and customer service? Join our team as a Technical Support Representative Shift Lead, where you’ll oversee a team providing 24/7/365 support for HVAC controls and building automation systems. In this role, you’ll ensure smooth operations, high-quality service, and efficient problem resolution while mentoring and guiding your team to success.
What You’ll Do:
Call Center Leadership
- Lead a team of technical support representatives in a fast-paced, 24/7/365 call center environment.
- Monitor and manage call center operations to ensure timely and professional customer responses.
- Oversee call routing, task management, and escalation procedures to maintain efficiency.
Technical Support & Troubleshooting
- Assist in diagnosing and resolving HVAC controls and building automation system (BAS) issues remotely.
- Support team members in troubleshooting and resolving technical concerns.
- Collaborate with programming and field service teams to resolve complex customer issues.
- Ensure compliance with company protocols and industry best practices.
Team Development & Performance
- Train and mentor technical support representatives, keeping them up to date on technical knowledge and customer service skills.
- Conduct performance evaluations and provide coaching to enhance team effectiveness.
- Foster a culture of teamwork, accountability, and continuous improvement.
Process Improvement & Reporting
- Analyze call center performance metrics, customer feedback, and issue resolution times to identify areas for improvement.
- Implement strategies to improve service efficiency and customer satisfaction.
- Assist in generating reports on call center performance and technical issue trends.
- Work with leadership to introduce new tools, technologies, and policies that enhance operations.
What You Bring to the Team
Education
& Experience
- Working knowledge of HVAC controls, building automation systems, or related technical fields.
- 2 years of leadership or supervisory experience in a call center or technical support environment.
Technical Skills
- Familiarity with Tridium, Distech EC-gfx, remote troubleshooting tools, and BAS programming.
- Understanding of network communication protocols such as BACnet, Modbus, and LonWorks.
- Experience using CRM and ticketing systems for call management.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
Soft Skills & Abilities
- Strong leadership and team management skills.
- Excellent problem-solving and analytical abilities.
- Outstanding customer service and communication skills.
- Ability to work in a high-pressure, fast-paced environment with shifting priorities.
- Willingness to work flexible hours, including nights, weekends, and holidays as needed.
Why You’ll Love Working Here:
- Shift differentials for night/weekend coverage.
- Comprehensive benefits package – health, dental, vision insurance, and 401(k) with company match.
- Paid time off and holiday pay to maintain work-life balance.
- Ongoing training and professional development to help you grow in your career.
- Competitive salary based on experience
- Base Pay: $30.00 - $40.00 - Commensurate with experience. This range represents a general guideline; however, several factors are considered when determining base pay offers such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions.
Shift work may be required (nights, weekends, or holidays based on needs).
This is an exciting opportunity to lead a team that keeps buildings running at peak efficiency. If you’re ready to take your leadership and technical skills to the next level, apply today!
As the leader in complete solutions for Building Automation Systems, Smart Building Technologies, a Fidelity Building Services Group company, helps building engineers, building managers, and building owners operate efficiently throughout Maryland, Virginia, and Washington, D.C.
Our specialty is reinvigorating buildings with aged and outdated systems. For buildings with old systems, we provide the most comprehensive overhaul of inefficient systems in the industry. We do this by monitoring and correcting areas of the existing system that are losing heat and energy, before connecting all components to a central automated control mechanism to ensure the highest level of energy efficiency.
Salary : $30 - $40
