Technical Support Engineer

Job Number: 6167

External Description:

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

This role is 100% remote, with travel. Provide technical expertise to troubleshoot complex problems and enable local branches to deliver excellence to their customers. Work with headquarters personnel to generate and document best practices related to networking and the deployment of technical solutions. Develop and aid in the development of sustainable solutions to address customer needs. Interact proactively with internal and external customers to understand their needs and recommend and plan for enhancements to their systems and processes.

Carrier is looking to hire a Senior professional with deep knowledge and highly developed technical expertise in Field Service, who provides technical guidance to junior team members, performs complex diagnostic procedures and communicates technical information to technical/non-technical people that may include senior management. ,

Key Responsibilities

As a Technical Support Engineer, 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. Assesses product needs in accordance with customer specifications.
• Acts as the expert in product knowledge/subject matter expert and performs diagnostic procedures.
• Interprets test information to resolve design/system-related problems and ensure continuous improvement.
• Communicates technical information to technical/non-technical stakeholders that may include senior management and meets customers daily or as required to ensure high levels of customer satisfaction.

• Keeps customer informed on the nature of service provided or outstanding issues and recommends system enhancements, upgrades, or repairs. 
• Provide technical support for the Branch Offices on an as needed basis. 
• Participate in large project reviews and pre-bid reviews on an as needed basis for review of required capabilities, time estimates, design requirements, etc. 
• Identify all technical risks and assist local site team members in risk mitigation planning. 
• Assist in project commissioning planning for complex projects to support local project teams as required. 
• Provide 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. 
• 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 Field Engineers.
• Assist facilitating Field Engineer boot camps for in the field training of new Field Engineers
• Create and maintain standard work instructions in accordance with the Operations Manual guidance.
• Provide local training and guidance that is aligned with standard work and best practices.
• Assist local management in mentoring Field Engineer Supervisors and Field Engineers.

Basic Qualifications

• High School Diploma or GED 
• 5+ years of experience in Building Automation Systems
• 1+ years of experience with the Microsoft Office Suite
• Clean and valid driver’s license
• Ability to travel in excess of 50% of a typical work week, including air travel, overnight hotel stays.
• Capable 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

Other qualifications you may have that would be beneficial in this role include:

• Bachelor’s Degree from a recognized college or university in building HVAC with a focus on building automation controls (3- or 4-year program)
• Field experience and an understanding of the installation and operation of Automated Logic Controls and ability to understand/navigate third party control systems and integrations.
• 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.
• Knowledge of BAS servers.
• LEED Accredited Professional
• Experience in dealing with a number of simultaneous challenges, requiring knowledge of many different disciplines
• A true team player who has the customer’s best interests first and foremost

RSRCAR

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Job Number: 30157871

Community / Marketing Title: Technical Support Engineer

Location_formattedLocationLong: Georgia, US