Technical Support Representative

2 days ago

Frederick, Maryland, United States Smart Building Technologies Full time


Technical Support Representative Shift
Leads needed

Are
you a natural leader with a passion for problem-solving and customer service?
Join our team as a Technical Support Representative Shift Lead, where you'll
oversee a team providing 24/7/365 support for HVAC controls and building
automation systems. In this role, you'll ensure smooth operations, high-quality
service, and efficient problem resolution while mentoring and guiding your team
to success.

What You'll Do:

Call
Center Leadership

Lead
a team of technical support representatives in a fast-paced, 24/7/365 call
center environment.Monitor
and manage call center operations to ensure timely and professional customer
responses.Oversee
call routing, task management, and escalation procedures to maintain
efficiency.

Technical
Support & Troubleshooting

Assist
in diagnosing and resolving HVAC controls and building automation system (BAS)
issues remotely.Support
team members in troubleshooting and resolving technical concerns.Collaborate
with programming and field service teams to resolve complex customer issues.Ensure
compliance with company protocols and industry best practices.

Team
Development & Performance

Train
and mentor technical support representatives, keeping them up to date on technical
knowledge and customer service skills.Conduct
performance evaluations and provide coaching to enhance team effectiveness.Foster
a culture of teamwork, accountability, and continuous improvement.

Process
Improvement & Reporting

Analyze
call center performance metrics, customer feedback, and issue resolution times
to identify areas for improvement.Implement
strategies to improve service efficiency and customer satisfaction.Assist
in generating reports on call center performance and technical issue trends.Work
with leadership to introduce new tools, technologies, and policies that enhance
operations.

What You Bring to the Team


Education
& Experience

Working
knowledge of HVAC controls, building automation systems, or related technical
fields.2+
years of leadership or supervisory experience in a call center or technical
support environment.

Technical
Skills

Familiarity
with Tridium, Distech EC-gfx, remote troubleshooting tools, and BAS programming.Understanding
of network communication protocols such as BACnet, Modbus, and LonWorks.Experience
using CRM and ticketing systems for call management.Proficiency
in Microsoft Office Suite (Excel, Word, Outlook).

Soft
Skills & Abilities

Strong
leadership and team management skills.Excellent
problem-solving and analytical abilities.Outstanding
customer service and communication skills.Ability
to work in a high-pressure, fast-paced environment with shifting priorities.Willingness
to work flexible hours, including nights, weekends, and holidays as needed.

Why You'll Love Working Here:

Shift
differentials for night/weekend coverage.Comprehensive
benefits package – health, dental, vision insurance, and 401(k) with company
match.Paid
time off and holiday pay to maintain work-life balance.Ongoing
training and professional development to help you grow in your career.Competitive
salary based on experienceBase
Pay:  $ $ Commensurate with experience. 
This range represents a general guideline; however, several factors are
considered when determining base pay offers such as the scope and
responsibilities of the position and the candidate's experience, education,
skills, and current market conditions.

Shift
work may be required (nights, weekends, or holidays based on needs).

This
is an exciting opportunity to lead a team that keeps buildings running at peak
efficiency. If you're ready to take your leadership and technical skills to the
next level, apply today

As
the leader in complete solutions for Building Automation Systems, Smart
Building Technologies, a Fidelity Building Services Group company, helps
building engineers, building managers, and building owners operate efficiently
throughout Maryland, Virginia, and Washington, D.C.

Our
specialty is reinvigorating buildings with aged and outdated systems. For
buildings with old systems, we provide the most comprehensive overhaul of
inefficient systems in the industry. We do this by monitoring and correcting
areas of the existing system that are losing heat and energy, before connecting
all components to a central automated control mechanism to ensure the highest
level of energy efficiency.



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