Principle Duties and Responsibilities:

Works within a ticketing system to diagnose and troubleshoot remote issues customer is having with their building management system
Answer customer’s calls by telephone and/or email to determine the nature of the problem and responds to each situation by assessing customer’s needs and provide clear and accurate responses to customer.
Provides remote technical support to installers and customers.  May be asked to provide on-site technical support to installers and customers.
Triage alarms and create work order dispatches using 3rd party work order platforms.
Articulates resolution to a customer’s problem clearly both in verbal and written communication.  The resolutions must be explained to the customer in a format that is understandable to the customer.  Facilitates resolutions that are in the best interest of the customer and CBRE|Smart FM.
Performs system analysis and diagnostics.   Isolate and troubleshoot problems, take corrective action if possible.
Document problem and resolution and report findings back to Account Executive for customer follow-up.
If required, re-create customer problem in-house for the purpose of testing solutions.
Prepare accurate paperwork.
Responsible for keeping the customer and CBRE|Smart FM management advised of any outstanding and reoccurring problems with products, services, or customers.
Communicates regularly suggested improvements to the various communications and interactions with CBRE|Smart FM, by the customer.
Communicate with wider team to knowledge and information share.
Working hours are morning shift (6am-3pm) Tues-Friday (Monday normal working hours 8am-5pm)

Person Specification:

Education
Preferred – Bachelor’s Degree in HVAC, Electrical Engineering or Mechanical Engineering

Work Experience
Work history in HVAC or similar industry.
Work history in Customer support or similar role.

Knowledge
Experience with control and HVAC systems and their terminology.
Experience in customer support over the phone and via ticketing system
Experience in fast paced reactive environment
Must possess a thorough knowledge of the use, setup and operation of Windows-based computers and desktop applications such as MS-Word and MS-Excel.

Functions
Must be flexible with schedule, including working some nights and holidays when requested.
A valid driver’s license with a good driving record for applicable vehicles is preferred, without restrictions, or limiting conditions.  (Corrective lenses permitted)