Technical Support Engineer

2 weeks ago

Tate, United States Viessmann Climate Solutions Full time

Job Summary
A Senior Technical Support Engineer at Viessmann Climate Solutions provides technical expertise to troubleshoot complex problems and enable local branches to deliver excellence to their customers. They work with headquarters personnel to generate and document best practices related to networking and the deployment of technical solutions. The successful candidate will develop and aid in the development of sustainable solutions to address customer needs. They will interact proactively with internal and external customers to understand their needs and recommend and plan for enhancements to their systems and processes.

Responsibilities
This role involves:

  • Performing on-site services for new and existing clients, which may include equipment servicing and equipment upgrades.
  • Troubleshooting technical problems and issues and recommends actions to company or customer representatives. Assessing product needs in accordance with customer specifications.
  • Acting as the expert in product knowledge/subject matter expert and performing diagnostic procedures.
  • Interpreting test information to resolve design/system-related problems and ensure continuous improvement.
  • Communicating technical information to technical/non-technical stakeholders that may include senior management and meeting customers daily or as required to ensure high levels of customer satisfaction.
  • Keeping customers informed on the nature of service provided or outstanding issues and recommending system enhancements, upgrades, or repairs.
  • Providing technical support for the Branch Offices on an as needed basis.
  • Participating in large project reviews and pre-bid reviews on an as needed basis for review of required capabilities, time estimates, design requirements, etc.
  • Identifying all technical risks and assisting local site team members in risk mitigation planning.
  • Assisting in project commissioning planning for complex projects to support local project teams as required.
  • Providing integration and Master System Integrator (MSI) specific support for the ALC Branch Offices, inclusive of any new offerings for integration with our sister companies' offerings.
  • Developing or assisting in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers.
  • Participating in the creation and updating of the training content for Field Engineers.
  • Assisting in facilitating Field Engineer boot camps for in the field training of new Field Engineers.
  • Creating and maintaining standard work instructions in accordance with the Operations Manual guidance.
  • Providing local training and guidance that is aligned with standard work and best practices.
  • Assisting local management in mentoring Field Engineer Supervisors and Field Engineers.

Requirements
The ideal candidate will have a High School Diploma or GED, 5+ years of experience in Building Automation Systems, 1+ years of experience with the Microsoft Office Suite, a Clean and valid driver's license, the ability to travel in excess of 50% of a typical work week, and the capability of climbing ladders or using other lift equipment in excess of 8 feet above grade, and capable of lifting items up to 50lbs. Preferred qualifications include a Bachelor's Degree from a recognized college or university in building HVAC with a focus on building automation controls, Field experience and an understanding of the installation and operation of Automated Logic Controls, in-depth understanding of BAS network protocols, network troubleshooting techniques, knowledge of BAS servers, LEED Accredited Professional, and experience in dealing with a number of simultaneous challenges, requiring knowledge of many different disciplines.

Equal Opportunity Employer
VCLASS is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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