Service Specialists are primarily responsible for various service and support functions around the clock across multiple client accounts. This role typically involves implementation, maintenance, and enhancement of control systems. A secondary responsibility is to support project teams designing and implementing customer building automation projects.
Service and Support
- Perform regular inspections, maintenance, and software updates of control systems
- Identify and address system malfunctions or inefficiencies promptly
- Implement system upgrades and enhancements to improve efficiency and performance
- Continuously monitor service and support channels, including phone lines, email, chat, and ticketing systems
- Track service metrics, performance indicators, and key performance indicators (KPIs) to identify issues and trends
- Respond to incidents, outages, and service disruptions promptly
- Manage shift schedules and workload distribution to meet service demands and effectively ensure 24/7 coverage
- Act as a point of contact for escalated issues and complex customer inquiries
- Collaborate with technical teams to resolve critical incidents quickly and efficiently
- Develop incident response protocols and ensure they are followed
Instrumentation & Electrical Design
- Create instrument lists by examining P&ID drawings
- Compile submittal and procurement documentation for controls and instrument hardware
- Provide technical support for panel fabrication technicians
- Inspect completed control enclosures
System Design and Configuration
- Participate in customer design review meetings
- Assemble development system using project hardware and computers
- Configure user interface and HMI screens
- Configure DDC, PLC and/or DCS control algorithms
- Draft system documentation from templates
- Assist is customer demonstrations and acceptance testing
- Configure networks to interface with equipment.
Onsite System Startup
- Works in a supervised role and/or with a team at a customer site
- Install project software and configuration onto site systems
- Participate in point-to-point loop checks
- Perform instrumentation and software calibration and tuning
- Participate in functional tests of all systems
- Troubleshoot installation discrepancies
- Program field modifications as required
- Assist with developing commissioning test plans and documentation updates/redlines
- Assist with developing training documentation/presentation on operations and maintenance of system
Working Conditions
- The role requires travel to different facilities for installation, maintenance, or troubleshooting.
- May include working in shifts, including nights, weekends, and holidays to ensure 24/7 coverage.
- Proven track record as a Service Specialist and experience in service and support operations
- Associates Degree in approved mechanical or electrical program, or proper background as determined by interview
Technical Experience (One or more of the following technologies)
- Controls Experience: Tridium: Niagara N4
- Distech: Experience with BACnet and LON Distech controllers, Eclypse Controllers
- Johnson Controls: Facility Explorer or Metasys controllers
- Siemens: Experienced with Apogee (PXC), Talon Controllers, DXR controllers, Desigo CC or Insight
- Rockwell: FactoryTalk Suite, RS Logix/Studio 5000, familiarity with PlantPAx DCS
- Other useful technologies include: Scripting languages (VBA, Python, etc.)
- Knowledge of Kepware OPC server, ThinManager, VMware is preferred.
HVAC Experience Preferred:
- Basic understanding of HVAC systems in large building automation systems.
- Understanding of sequence of operations and P&IDs for HVAC and plant utilities.
- Experience with functional testing, including the ability to create, maintain, and execute test plans.
- Experience with specifying instrumentation and control valves for HVAC systems