Service Technician (Diagnostics & Support)

Service Technician (Diagnostics & Support)

  Not Disclosed

  Austin, TX

  6.0 Months

  Not Disclosed

  Not Disclosed

  Construction

Job Description

This is a hybrid role once and will work the majority of the time at home. Typically go to the office on Wednesday.

Job Description:

Overview:

• The client is looking for a motivated, support-oriented, and amicable candidate. This role provides remote diagnostics and troubleshooting assistance over the phone for our field technicians and/or customer dispatched technicians, and remote technical support for end-users at locations with installed Energy Management Systems. Additionally, the position provides requires a high level of customer service for our “Managed Services” clients. Additionally, there is an on-call rotation split between all team members. This individual will report to the Customer Services Manager and will have no direct reports.

Responsibilities:

• This position is responsible for technical analysis and troubleshooting of our EMS (energy management system), supporting our client's third party vendors, responding and reporting to clients, and ensuring persistent connectivity to remote servers.

Required Knowledge/Skills, Education, and Experience:

• High School Diploma and 3 years of technical customer service.
• Proper phone etiquette;
• Ability to speak and write clearly and accurately;
• Demonstrated proficiency in typing and grammar;
• Knowledge of relevant software computer applications and equipment;
• Knowledge of customer service principles and practices;
• Effective listening skills;
• Multi-tasking capabilities;
• Proficiency with MS Office Suite

Required Competencies:

• Exemplary Attendance and Punctuality
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Preferred Knowledge/Skills, Education, and Experience:

• Experience with Linux or other command line interfaces.
• Bachelors degree or 2 years technical support experience.
• Electrical/HVAC Energy Management Systems experience.

Mandatory skill sets

• Communications skills (both verbal and written)
• Previous EMS or HVAC controls experience
• Data Analytics and Metrics reporting (Excel skills)
• Excellent customer service
• Technically inclined and detail oriented
• Ability to work as a team with others

Top 3 skills you are looking for

• Excellent Customer Service Skills
• EMS or HVAC Controls Experience
• Computer literacy

Notes:

Typical work hours are between 8AM and 5PM however candidate must be able to work weekends when required. 

Candidates will work out of one location.