Building Automation Monitoring Specialist

The Building Automation Monitoring Specialist is responsible for remotely supporting and monitoring building automation and facility systems across multiple customer locations nationwide. This position reviews system-generated alerts, evaluates equipment performance, coordinates service activities, and communicates with customers and technicians to help ensure timely resolution of operational issues.

This role requires strong attention to detail, excellent communication skills, and the ability to manage multiple priorities in a technology-driven environment.

Focus on monitoring activities, event processing, customer communications, documentation, and service coordination.

Utilize additional technical knowledge to analyze system performance, assist with troubleshooting efforts, perform advanced diagnostics, and support operational decision-making.

• Observe building automation, HVAC, electrical, and related facility systems for abnormal operating conditions
• Review alarms, notifications, and performance exceptions generated through monitoring platforms
• Evaluate event severity and determine appropriate response actions
• Follow customer-specific procedures and established escalation guidelines
• Identify operational trends that may indicate equipment performance concerns

• Respond to incoming customer inquiries via phone, email, and other communication channels
• Provide timely updates regarding active events and service activities
• Accurately document communications, actions taken, and event outcomes
• Act as a liaison between customers, field technicians, vendors, and internal teams
• Deliver professional customer service during both routine and critical situations

• Access building systems using approved remote connectivity tools
• Review trend logs, equipment status information, schedules, and alarm histories
• Perform authorized remote support functions, including schedule adjustments, point verification, and system resets
• Assist in identifying potential causes of recurring system issues
• Record troubleshooting findings and recommendations within company systems

• Create and manage service requests generated from customer needs or system events
• Coordinate technician dispatch activities when on-site service is required
• Monitor the progress of open work orders and service tickets
• Ensure customer requests are routed and prioritized appropriately

• Maintain complete and accurate event records
• Update ticketing systems and operational databases in a timely manner
• Prepare reports related to monitoring activity and service performance
• Ensure documentation complies with company standards and customer requirements

• Participate in technical and operational training programs
• Build knowledge of building automation technologies, HVAC systems, and customer sites
• Support process improvements that enhance monitoring effectiveness
• Pursue professional development opportunities and certifications when available

• Experience with Building Automation Systems (BAS), HVAC controls, or facility management technologies
• Previous experience in a monitoring center, operations center, dispatch environment, technical support role, or customer service function
• Familiarity with work order, dispatch, or ticket management systems

• High school diploma or equivalent
• Experience in HVAC
• Strong computer skills and the ability to effectively use multiple software applications simultaneously
• Strong organizational skills and attention to detail
• Availability to work rotating schedules, including nights, weekends, and holidays