Facilities Monitoring Technician; Onsite - NOT remote

At Kelso Building Services, we believe in empowering our team members with the tools, training, and support they need to succeed. You’ll be part of a company that values integrity, innovation, and customer satisfaction—and you’ll have the opportunity to grow your career in a dynamic and rewarding environment.

Please note:

We are hiring Level 1 operators and Level 2 operators, depending on experience.

Shift coverage may include nights, weekends, and holidays on a rotational basis.

This person is the front line of KBS’s 24/7 remote monitoring and support services. This role is responsible for real-time monitoring of customer building automation and facility systems
, responding to alarms, customer emails, and phone requests, and executing defined triage, escalation, and dispatch workflows in accordance with customer‑specific policies.

This position is process‑driven, detail‑oriented, and mission‑critical
, serving as the first point of contact between customer facilities and KBS service delivery teams. Level 1 Operators focus on alarm qualification, communication, documentation, and execution of predefined remote service tasks
, while building the foundational knowledge required for advancement within the Remote Operations organization.

• Monitor customer Building Automation Systems (BAS), HVAC, electrical, and related facility systems for alarms and abnormal conditions
• Acknowledge, qualify, and triage alarms based on customer‑defined priorities and response procedures
• Determine actionable vs. informational alarms using established decision trees and runbooks
• Initiate notifications to customer contacts and internal teams per approved escalation matrices
• Serve as a primary point of contact for customer email and phone requests for assistance
• Provide professional, timely, and clear communication to customers during alarm events and service requests
• Document all customer interactions accurately within KBS service platforms
• Coordinate responses with technicians, Customer Service Partners (CSPs), and internal support teams
• Securely connect to customer sites using approved remote access tools
• Review system data, trends, and alarms to support triage and qualification
• Execute pre‑developed remote service tasks (resets, setpoint verification, schedule validation, basic operational checks) when authorized
• Capture findings and outcomes in standardized reports and service notes
• Create and process service requests in KBS service management systems
• Dispatch technicians and Customer Service Partners in accordance with customer approval workflows
• Verify scope, priority, and authorization prior to dispatch
• Track service progress and update stakeholders as required
• Generate customer‑facing alarm, event, and activity reports
• Produce standardized monitoring summaries and operational reports
• Maintain accurate, complete, and audit‑ready documentation of all actions taken
• Support compliance with service level agreements (SLAs) and operational KPIs
• Attend and successfully qualify for Monitoring Center Operator certifications as required
• Complete company‑specified training related to:
  • Building Automation Systems (BAS)
  • HVAC and facility operations fundamentals
  • Customer processes and escalation policies
  • Cybersecurity and secure remote access practices
• Actively participate in ongoing skills development and quality assurance reviews

• High school diploma or equivalent (technical coursework or certifications a plus)
• Strong computer literacy and ability to work across multiple software platforms simultaneously
• Excellent written and verbal communication skills
• Ability to follow structured procedures, decision trees and escalation policies
• High attention to detail and strong documentation discipline
• Ability to remain calm and professional during high‑priority or time‑sensitive events
• Willingness to work rotating shifts, including nights and weekends

• Exposure to Building Automation Systems (BAS), HVAC controls, facilities management, or technical monitoring environments
• Experience in a call center, monitoring center, help desk, or dispatch role
• Familiarity with…