Controls Service Specialist

Overview
Service Specialists are primarily responsible for various service and support functions around the clock across multiple client accounts.
This role typically involves implementation, maintenance, and enhancement of control systems to ensure 24/7 facilities operations.
A secondary responsibility is to support project teams designing and implementing customer building automation projects.
Responsibilities
Service and Support
Perform regular inspections, maintenance, and software updates of control systems
Identify and address system malfunctions or inefficiencies promptly
Implement system upgrades and enhancements to improve efficiency and performance
Continuously monitor service and support channels, including phone lines, email, chat, and ticketing systems
Track service metrics, performance indicators, and key performance indicators (KPIs) to identify issues and trends
Respond to incidents, outages, and service disruptions promptly
Manage shift schedules and workload distribution to meet service demands and effectively ensure 24/7 coverage
Act as a point of contact for escalated issues and complex customer inquiries
Collaborate with technical teams to resolve critical incidents quickly and efficiently
Develop incident response protocols and ensure they are followed
Instrumentation & Electrical Design
Create instrument lists by examining P&ID drawings
Compile submittal and procurement documentation for controls and instrument hardware
Provide technical support for panel fabrication technicians
Inspect completed control enclosures
System Design and Configuration
Participate in customer design review meetings
Assemble development system using project hardware and computers
Configure user interface and HMI screens
Configure DDC, PLC and/or DCS control algorithms
Draft system documentation from templates
Assist is customer demonstrations and acceptance testing
Configure networks to interface with equipment.
Onsite System Startup
Works in a supervised role and/or with a team at a customer site
Install project software and configuration onto site systems
Participate in point-to-point loop checks
Perform instrumentation and software calibration and tuning
Participate in functional tests of all systems
Troubleshoot installation discrepancies
Program field modifications as required
Assist with developing commissioning test plans and documentation updates/redlines
Assist with developing training documentation/presentation on operations and maintenance of system
Working Conditions
Requires on-call rotation to address critical system issues outside regular working hours.
During on-call rotation assignment, will need to be available 24/7.
Out of on-call rotation required to work from Monday to Thursday regular working hours the week after an on-call rotation week.
The remaining weeks of the month will work from Monday to Friday regular working hours.
The role requires travel to different facilities for installation, maintenance, or troubleshooting.
May include working in shifts, including nights, weekends, and holidays.
Qualifications
Proven track record as a Service Specialist and experience in service and support operations in a 24/7 environment.
Associate's Degree in approved mechanical or electrical program, or proper background as determined by interview
Technical Experience (One or more of the following technologies)
Controls Experience: Tridium: Niagara N4
Distech: Experience with BACnet and LON Distech controllers, Eclypse Controllers
Johnson Controls: Facility Explorer or Metasys controllers
Siemens: Experienced with Apogee (PXC), Talon Controllers, DXR controllers, Desigo CC or Insight
Rockwell: FactoryTalk Suite, RS Logix/Studio 5000, familiarity with PlantPAx DCS
Other useful technologies include: Scripting languages (VBA, Python, etc.)
Knowledge of Kepware OPC server, ThinManager, VMware is preferred.
HVAC Experience Preferred:
Basic understanding of HVAC systems in large building automation systems.
Understanding of sequence of operations and P&IDs for HVAC and plant utilities.
Experience with functional testing, including the ability to create, maintain, and execute test plans.
Experience with specifying instrumentation and control valves for HVAC systems
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