Service Engineer / Specialist

Overview

A Service Engineer or Specialist is responsible for providing service and support to RoviSys customers. Responsibilities are driven by the need to maintain service level agreements (SLAs) with RoviSys' customers. These responsibilities require direct customer interaction and reporting, and may include any of the following job functions, troubleshooting of hardware and software, controller programming, graphics configuration, field testing of equipment, calibration of instrumentation, control system and database maintenance, documentation and reporting.

A Service Engineer or Specialist is expected to be proficient at leading service and support efforts, working individually or with a costumer troubleshooting controls issues, and capable of independent decision making.

Responsibilities

Service and Support - 80%

• Perform regular inspections, maintenance, and software updates of control systems
• Identify and address system malfunctions or inefficiencies
• Implement system upgrades and enhancements to improve efficiency and performance
• Continuously monitor service and support communication channels, including phone lines, email, chat, and ticketing systems
• Track service metrics, performance indicators, and key performance indicators (KPIs) to identify issues and trends
• Promptly respond to incidents, outages, and service disruptions to maintain SLAs
• Collaborate with technical teams to resolve critical incidents quickly and efficiently

Project Support - 15%

Create instrument lists by examining P&ID drawings

Participate in customer design review meetings

Works in a supervised role and / or with a team at a customer site

Sales Support - 5%

Working Conditions

During on-call rotation assignment, individual is available 24 / 7 for an assigned period to respond to customer calls.

Presence at customer locations and travel required. Variable by geographical location.

Qualifications

Controls Experience : Tridium : Niagara N4

HVAC Experience Preferred :