BAS Service Software Engineer

Overview:
The Service Software Engineer's role is a high-level technical role that requires someone who is comfortable working with Control Solutions, Inc's most valued clients. The Service Software Engineer's responsibilities include resolving customer queries, recommending solutions, and guiding users through their day-to-day challenges in relation to their building management system. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

Ultimately, you will be a person our customer’s trust. They will rely on you to provide timely and accurate solutions to their technical problems.

• Assist our customers with technical problems when using our products and services including Trend, Niagara, Honeywell, Johnson Controls, Distech, and Alerton.
• Responding to customers in a timely and accurate way, via phone, email, or text.
• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Analyzing and reporting issues with their existing building management system.
• Offering the best possible solution to repair the issue at hand.
• Update our internal databases with information about technical issues and useful discussions with customers.
• Inform customers about new features, functionalities, and upgrades.
• Follow up with customers to ensure their technical issues are resolved.
• Assist in training junior Customer Support Engineers.
• Work with onsite Field Technicians when applicable.
• Rotate into oncall schedule.

• Proven work experience in the mechanical and Building Automation Industry.
• Handson experience with Niagara, Honeywell, Johnson Controls, Distech environments.
• Complete understanding of mechanical, electrical, and building automation systems.
• Ability to diagnose and troubleshoot technical issues that arise with mechanical systems.
• Excellent problem solving and communication skills.