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