Customer Support Engineer

Job Description

Job Description

Customer Support Engineer
Location: Kennesaw, GA
Job ID: #73177
Pay Range: $19-22

Job Description:

Principal Responsibilities:
Execute, support, and lead delivery of Energy Management Solutions to customers. Working independently under the direction of the BAS Specialist Supervisor in performing any other
designated work. Interact with customers, clients, contractors, and vendors to provide proper workflow and completion schedules.

Job Responsibilities:

• Support and provide superior service via calls, e-mails, tickets, and special projects
• Complete paperwork on time, including posting of work orders, logging of incoming calls, documentation, and other required updates.
• Understanding and reviewing technical documents such as wiring diagrams, as-builts, etc.
• Analyze different systems and energy data to find potential for energy optimization
• Understanding the operation of field level equipment's and Coordination with Field operations team
• Support multiple customers following customized procedures and protocols for each.
• Use questioning and listening skills that support effective telephone communication.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Understand the impact of attitude in handling calls professionally
• Effectively deal with job stress, angry callers, and upset customers
• Apply the elements of building positive rapport with different types of customers over the phone.
• Display Time flexibility towards shifts as per work floor requirements

Knowledge, Skills & Abilities:

• Highly organized individual with above average time management skills
• Ability to resolve customer conflict quickly and effectively
• Able to provide direction and guidance to other team members
• Significant contribution to department or unit by applying advanced knowledge of one or more functional areas
• Excellent communication skills as well as the ability to work well in a team environment and manage the team effectively.
• Must be a self-starter and possess the ability to organize and plan your work schedule.
• Must possess the ability to work without close supervision
• Always maintain a professional presentation in appearance
• Must be able to multitask-be able to work on multiple tasks/projects at one time

Education / Certifications:

• High School Diploma or equivalent, plus additional specialized courses or short-term training (one year or less) with a minimum of 2 years experience OR Associates Degree, Technical/Business School Certificate or Diploma, Skilled Trades Apprenticeship, or other post-high school training (two years duration) with a minimum of 1 years' experience

Minimum Qualifications:

• Technical support, customer support, or prior related experience.
• Solid communication skills (ability to follow/direct written and verbal instruction)
• Proficient in the use of E-Mail, Microsoft Office: Word, Excel, Outlook, Power-Point, and other directly related software
• Requires passion and dedication to providing the customer with innovative and superior building automation systems and outstanding customer service
• Must be able to work in a team environment

Preferred Qualifications:

• HVAC (Heating, Ventilating and Air Conditioning) / Electrician and/or controls service coordinator, service technician, service dispatcher or equivalent experience
• Prior experience in HVAC and/or Building Automation
• Solid understanding of IP networking and computer fundamentals
• Third-party integration experience (BACnet IP, BACnet MS/TP, Modbus)

Benefits provided: 401K, medical, dental, and vision, sick time as applicable to state law

Butler America Aerospace, LLC. is an equal opportunity employer. Butler evaluates applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. The Butler America Aerospace, LLC. EEO Policy Statement and "Know Your Rights" Poster is available here: Applicant and Employee Notices.

Butler America Aerospace, LLC. is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact the Human Resources Department at