Critical Systems Service Support Engineer

Principal Responsibilities:

As a Critical Systems Service Support Engineer, you will help advance ALC’s business through helping expand our Aftermarket Services with advanced systems. We are looking for a team member who is self-motivated, detailed oriented, customer focused, and acts as a role model for other Service Engineers. As a technical and product expert, you will solvehighly complexproblems, lead in training less experienced Service Engineers, serve as a point of contact in the field, and potentially support the sales department when requested.

Remote US, Must be permanent US resident. Visa sponsorship not available.

Essential Functions:

• Provide solutions to complex system problems and lead others on how to resolve problems.

• Mentor and develop less experienced Service Engineers on all field tools and technology.

• Perform system maintenance on field controllers, servers and workstations, and field hardware.

• Communicate issues and recommend system enhancements, upgrades, and/or repairs.

• Maintain feedback on equipment scheduling and modifications needed.

• Manage assigned work to exceed customers’ time and quality expectations.

• Communicate and document project status and details for the customer.

• Provide site-specific training to owners/operators on the upgrades/service.

• Provide technical support for the Branch Offices on an as needed basis. 

• Develop orassistin the development of sustainable offerings that complementWebCTRLbuilding automation systems and provide value to customers.

• Participate in the creation and updating of the training content for Service Engineers.

• Create andmaintainstandard work instructionsin accordance withthe Operations Manual guidance.

• Provide local training and guidance that is aligned with ALFO standard work and best practices.

• Collaborate as a member of internal cross‑functional teams to drivetimelyresolution of customer needs and ensure consistent service experience.

Knowledge, Skills & Abilities:

• Ability to organize and planownwork schedule.

• Ability to work without close supervision.

• Maintains professionalism in communication and appearance.

• Ability to multitask – able to work on multiple tasks/ projects at one time

• Excellent time management skills

• Proficiencywith Microsoft Office Suite (Word, Excel, Outlook, Access, MS Project, etc.).

• Strong problem-solving, planning, and field supervision skills.

• Expert-level knowledge of building automation and construction projects.

• Exceptional written and verbal communication skills.

• Knowledge of safety laws.

• Willingness to pursueadditionaljob-related education and/or certifications.

Technical:

• In depth understanding of BAS network protocols (including BACnet/IP, BACnet/MSTP, BACnet/ARCNet, Modbus TCP, Modbus RTU,Lonworks, and N2)

• In depth understanding of BAS integration techniques and BACnet network fundamentals (including BBMDs and foreign device registration).

• Network troubleshooting techniques and the use of network monitoring tools: 

• DLcapture

• Wireshark

• Oscilloscope

• Modscanor Equivalent

• Ability to design IP networks incorporating IP routing, VLANs, firewalls, and BBMDsin accordance withcybersecurity best practices.

• Exceptional ability to communicate network and server needs to client IT departments.

• Working knowledge of the OSI Model.

• Awareness of cybersecurity best practices and ability to advise and generate guidance.

• Knowledge of BAS servers. 

• HierarchalWebCTRLservers.

• Database servers for connection ofWebCTRL(including MS SQL, PostgreSQL, MySQL, and Oracle).

• Pros and cons of virtual versus physical servers and the support requirements of both.

• Strong working knowledge of remote connection methods and best practices.

Qualifications:

• High School Diploma or GED.

• 6+ years of experience in Building Automation, HVAC, or related field.

• Possess a current Driver’s License and is insurable by the company’s insurance.

• Capable of climbing ladders or using other lift equipment more than 8 feet above grade, and capable of lifting items up to 50lbs.

Preferred Qualifications:

• Knowledge of TCP/IP networks including wireless technologies.

• Ability to communicate technical information to a non-technical audience.

• Able to read and understand Architectural, Mechanical, and Electrical blueprints.

• Experience interacting with a large and diverse number of simultaneous challenges, requiring knowledge of multiple disciplines.

• Bachelor’s degree, associate degree, Technical/Business School Certificate or Diploma in HVAC Controls, or related field.

Travel Requirements:

• 25%-50% travel