Provide customers with support based on the customer's technical problems related to their building systems as well as provide on-site and remote technical support to installers, and subcontractors. Responsible for creating control databases and setup control systems based on project specification and/or sales proposal. May be required to perform field start-up and system commissioning tasks.
Principle Duties and Responsibilities
Performs programming of control applications using various software tools to support operator workstations, DOC field panels and third-party integration devices connected through multiple communications protocols. May be required to perform job-site system checkout, commissioning and testing of control applications, to verify proper operation according to project specifications, sales proposal and design documentation. Provides remote technical support to installers and customers. May be asked to provide on-site technical support to installers and customers. Performs system analysis and diagnostics. Isolate and troubleshoot problems, take corrective action if possible. 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 ESI. 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 ESI management advised of any outstanding and reoccurring problems with products, services, or customers. Communicates regularly suggested improvements to the various communications and interactions with ESI, by the customer. Part of an on-call rotation for after hour's response to customer's.
