Technical Support Representative - Shift Lead Frederick, MD

Technical Support Representative Shift Leads needed!

Areyou a natural leader with a passion for problem-solving and customer service?

Join our team as a Technical Support Representative Shift Lead, where you’lloversee 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 teamto success.

Call Center Leadership

• Leada 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 customerresponses.
• Overseecall routing, task management, and escalation procedures to maintain efficiency.

Technical Support & Troubleshooting

• Assistin 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

• Trainand mentor technical support representatives, keeping them up to date on technical knowledge and customer service skills.
• Conductperformance evaluations and provide coaching to enhance team effectiveness.
• Fostera culture of teamwork, accountability, and continuous improvement.

Process Improvement & Reporting

• Analyzecall center performance metrics, customer feedback, and issue resolution timesto identify areas for improvement.
• Implementstrategies to improve service efficiency and customer satisfaction.
• Assistin generating reports on call center performance and technical issue trends.
• Workwith leadership to introduce new tools, technologies, and policies that enhanceoperations.

Education& Experience

• Working knowledge of HVAC controls, building automation systems, or related technicalfields.
• 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 Lon Works.
• 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.
• Outstandingcustomer service and communication skills.
• Abilityto work in a high-pressure, fast-paced environment with shifting priorities.
• Willingness to work flexible hours, including nights, weekends, and holidays as needed.

• Shift differentials for night/weekend coverage.
• Comprehensive benefits package – health, dental, vision insurance, and 401(k) with company match.
• Paidtime 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 areconsidered 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.

Shiftwork may be required (nights, weekends, or holidays based on needs).

Thisis an exciting opportunity to lead a team that keeps buildings running  you’re ready to take your leadership and technical skills to thenext level, apply today!

Asthe leader in complete solutions for Building Automation Systems,
Smart Building Technologies
, a Fidelity Building Services Group company, helpsbuilding engineers, building managers, and building owners operate efficientlythroughout Maryland, Virginia, and Washington, D.C.

Our specialty is reinvigorating buildings with aged and outdated systems. Forbuildings with old systems, we provide the most comprehensive overhaul ofinefficient systems in the industry. We do this by monitoring and correctingareas of the existing system that are losing heat and energy, before connectingall components to a central automated control mechanism to ensure the highest level of energy efficiency.