Remote Services Representative

JOB SUMMARY: This position requires the individual to apply their technical experience to the support of internal and external customers, including but not limited to: field service technicians, project managers, contractor clients, and end- user clients. This includes phone support, remote BMS support, system and energy savings analysis, and alarm monitoring. At times, this role may assist field construction technicians in the commissioning of systems for ongoing projects. The position requires a high level of experience in computer skills and the understanding of computer-operated systems, including network types. The ability to convey information clearly and effectively to others in a fast-paced environment is a must. ESSENTIAL FUNCTIONS: Utilizes the tools created for Remote Services to perform daily activities on client systems. Maintains regular communication with both internal and external contacts and clients regarding ongoing issues and activities. Identifies recommendations to repair or modify client systems for operational or energy efficiency improvement and provides necessary information to the Sunbelt Service Salesperson. This includes recommendations to update systems to the latest standards or into quality compliance. Monitors and responds to alarms and events generated by the client’s remote building management systems. Makes adjustments to client system parameters, programs, or graphics as requested and directed by the client where contractually appropriate. Monitors Building Management System uptime and notifies clients when a downtime event occurs. The goal is to help the client achieve a high level of uptime. Creates reports from templates and ensures they are delivered at scheduled intervals to contract clients. Assists with user management and support for the Remote Services tools to help ensure total system security. Supports sales in client presentations and demonstrations, and support proposal development as necessary. Manages weekly time a