Critical Systems Service Support Engineer

Principal Responsibilities: 

As a Critical Systems Service Support Engineer, you will help advance ALC’s business through helping expand our Aftermarket Services with advanced systems. We are looking for a team member who is self-motivated, detailed oriented, customer focused, and acts as a role model for other Service Engineers. As a technical and product expert, you will solve highly complex problems, lead in training less experienced Service Engineers, serve as a point of contact in the field, and potentially support the sales department when requested. 

Remote US, Must be permanent US resident. Visa sponsorship not available.

Essential Functions: 

• Provide solutions to complex system problems and lead others on how to resolve problems. 

• Mentor and develop less experienced Service Engineers on all field tools and technology. 

• Perform system maintenance on field controllers, servers and workstations, and field hardware. 

• Communicate issues and recommend system enhancements, upgrades, and/or repairs. 

• Maintain feedback on equipment scheduling and modifications needed. 

• Manage assigned work to exceed customers’ time and quality expectations. 

• Communicate and document project status and details for the customer. 

• Provide site-specific training to owners/operators on the upgrades/service. 

• Provide technical support for the Branch Offices on an as needed basis.  

• Develop or assist in the development of sustainable offerings that complement WebCTRL building automation systems and provide value to customers. 

• Participate in the creation and updating of the training content for Service Engineers. 

• Create and maintain standard work instructions in accordance with the Operations Manual guidance. 

• Provide local training and guidance that is aligned with ALFO standard work and best practices. 

• Collaborate as a member of internal cross‑functional teams to drive timely resolution of customer needs and ensure consistent service experience. 

Knowledge, Skills & Abilities: 

• Ability to organize and plan own work schedule. 

• Ability to work without close supervision. 

• Maintains professionalism in communication and appearance. 

• Ability to multitask – able to work on multiple tasks/ projects at one time 

• Excellent time management skills 

• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Access, MS Project, etc.). 

• Strong problem-solving, planning, and field supervision skills. 

• Expert-level knowledge of building automation and construction projects. 

• Exceptional written and verbal communication skills. 

• Knowledge of safety laws. 

• Willingness to pursue additional job-related education and/or certifications. 

Technical: