Technical Support Engineer - Automated Logic
Job Number: 8432
External Description:
At Automated Logic, we've been developing and supporting intelligent building solutions that have helped customers, including small businesses to Fortune 500 corporations, operate their buildings more efficiently for over 40 years. Our products help reduce energy consumption, lower utility, operating and maintenance costs, and improve indoor air quality, occupant comfort, and productivity. Technology that supports the buildings and industry of today and tomorrow requires a wide range of talents and skill sets.
Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.
Scope of Position:
As a Technical Support Engineer, you will be fielding service-related calls and assisting customers remotely with their issues. You will be responsible for helping to diagnose issues and either talk a customer through a solution or remotely fix the related issue. Additional responsibilities will be to provide material and project related pricing to customers to resolve their issues. As a pillar of the service department, providing strong support and follow through on resolutions will be critical to maintaining the customer’s satisfaction. Should an issue not be able to be resolved remotely and requires a person on site, it is the responsibility of the remote service engineer to ensure manpower is deployed and the issue is resolved.
Essential Job Functions:
- Receive service calls from the customer, gather the appropriate information, and determine necessary action. Provide remote networking assistance including database integrity and overall break/fix calls
- Troubleshoot, verify, and correct operation of ALC furnished equipment and field devices.
- Provide material and project quotes on service call related items. Provide project support on projects in which quotes were provided.
- Manage / maintain business remote connection lists and credential lists
- Order repair/replacement material
- Tracking of RMA and outstanding material returns over 30 days
- Establish and maintain relationships throughout the customer’s organization. Communicate both internally and with customer throughout the project to assess the customer’s satisfaction and identify potential future projects.
- Coordinate with the service department leadership to ensure effective manpower deployment on any incoming service calls.
- Interact with the Branch Service Coordinator regarding T&M invoicing and proper service ticket management and workflow as it pertains to portfolio and owner direct work.
Required Qualifications:
- High School Diploma or GED.
- 3+ years of experience in Automated Logic software, such as WebCTRL, SiteBuilder, ViewBuilder, LogicBuilder, or similar software.
- Capable of climbing ladders or using other lift equipment over 8 feet above grade and capable of lifting items up to 50lbs.
- Valid and current Driver’s License and can be insurable by the company’s insurance.
Preferred Qualifications:
- Experience in Building Automation, HVAC controls, or related field.
- Experience with building automation software, such as WebCTRL, and installing building automation controls.
- Working knowledge of TCP/IP networks including wireless technology.
- Ability to communicate technical information to a non-technical audience.
- Excellent communication skills and the ability to work well in a team environment.
- Proficient with Microsoft 365 applications.
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Job Number: 30186444
Community / Marketing Title: Technical Support Engineer - Automated Logic
Location_formattedLocationLong: Pennsylvania, US