Client Support Technician

POSITION DESCRIPTION
The Client Support Technician is responsible for task management of major Client Service tasks, as well as direct service and support to clients within the Controls Divisions.

• Evaluate existing buildings via various forms of remote access (VPN, Screen Connect, etc) and on-site, as necessary.
• Provide building and mechanical support to Clients through reviewing BAS alarms that are received.
• Communication, diagnosis, and follow-up with alarms and service calls.
• Receive service calls through the Client Support inbox and through direct communication from Account Managers, Team Leaders, and other authorized representatives.
• Create Client Service reports for buildings.
• Call-in support for clients and follow up with the Account Manager, as necessary.
• Coordination with Controls Service for on-site dispatching of Controls Technicians to contract clients.
• Update and manage the Client Services wiki pages to keep information up to date and secure.

BASIC REQUIREMENTS
• Rudimentary understanding of mechanical and electrical systems.
• Excellent time management, planning, and resource management and follow-up skills.
• Ensure contracts are maintained within the appropriately budgeted hours and communicate issues that could potentially impact the contract outcome.
• Advanced computer knowledge and effective use of Microsoft Office tools.
• Niagara Certification and field experience is preferred.

SPECIAL JOB AND PHYSICAL REQUIREMENTS

• Must be able to pass a background check and drug screen
• May sit or stand for prolonged periods
  
• Regularly spend long hours using the telephone and computer
• Regularly move from sitting to standing positions effortlessly
  
• Regularly see details of objects that are less than a few feet away
• Speak clearly so listeners can understand
• Ability to regularly understand the speech of another person

EDUCATION AND EXPERIENCE

• A High School Diploma or equivalent
• Familiarity with HVAC construction industry and processes
• Knowledge of Microsoft Office software and working proficiency with hand held computer (i.e. Smartphone, iPad)

BENEFITS

• Competitive rates, performance and experience-based
• Paid Vacation
• Paid Sick Leave
• Paid Volunteer Time
• Healthcare
• Basic and Voluntary Life Insurance
• 401k plan with match and profit-sharing
• Paid Dental & Vision Insurance
• Voluntary Short and Long Term Disability
• Voluntary Accident and Critical Illness Insurance