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 solve highly complex problems, 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 or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers.
Participate in the creation and updating of the training content for Service Engineers.
Create and maintain standard work instructions in accordance with the 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 drive timely resolution of customer needs and ensure consistent service experience.
Knowledge, Skills & Abilities:
Ability to organize and plan own work 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
Proficiency with 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 pursue additional job-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
Modscan or Equivalent
Ability to design IP networks incorporating IP routing, VLANs, firewalls, and BBMDs in accordance with cybersecurity 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.
Hierarchal WebCTRL servers.
Database servers for connection of WebCTRL (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