Critical Systems Service Support Engineer

Principal Responsibilities

As a Critical Systems Service Support Engineer, you will help advance ALC’s business by expanding our Aftermarket Services with advanced systems.

You will be a self‑motivated, detail‑oriented, customer‑focused role model for other Service Engineers.

You will solve highly complex problems, lead training for less experienced Service Engineers, serve as a field point of contact, 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 them.
• Mentor and develop less experienced Service Engineers on all field tools and technology.
• Perform system maintenance on field controllers, servers, workstations, and field hardware.
• Communicate issues and recommend system enhancements, upgrades, and/or repairs.
• Maintain feedback on equipment scheduling and necessary modifications.
• 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 upgrades/service.
• Provide technical support for Branch Offices as needed.
• Develop or assist in the development of sustainable offerings that complement Web CTRL building automation systems to provide value to customers.
• Participate in the creation and updating of training content for Service Engineers.
• Create and maintain standard work instructions in accordance with the Operations Manual guidance.
• Provide local training and guidance aligned with ALFO standard work and best practices.
• Collaborate within internal cross‑functional teams to drive timely resolution of customer needs and ensure a 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
• In‑depth understanding of BAS network protocols (including BACnet/IP, BACnet/MSTP, BACnet/ARCNet, Modbus TCP, Modbus RTU, Lonworks, and N2).
• In‑depth understanding of BAS integration techniques and BACnet network fundamentals (including BBMDs and foreign device registration).
• Network troubleshooting techniques and the use of network monitoring tools:
• DLcapture
• Wireshark
• Oscilloscope
• Modscan or equivalent
• Ability to design IP networks incorporating IP routing, VLANs, firewalls, and BBMDs in accordance with cybersecurity best practices.
• Exceptional ability to communicate network and server needs to client IT departments.
• Working knowledge of the OSI Model.
• Awareness of cybersecurity best practices and ability to advise and generate guidance.
• Knowledge of BAS servers.
• Hierarchical Web CTRL servers.
• Database servers for connection of Web CTRL (including MS SQL, Postgre SQL, My SQL, and Oracle).
• Pros and cons of virtual versus physical servers and their support requirements.
• Strong working knowledge of remote connection methods and best practices.

Qualifications

• High School Diploma or GED.
• 6+ years of experience in Building Automation, HVAC, or related field.
• Possess a current Driver’s License and be insurable by the company’s insurance.
• Capable of climbing ladders or using other lift equipment more than 8 feet above grade and lifting items up to 50 lbs.
• Preferred Qualifications
• Knowledge of TCP/IP networks including wireless technologies.
• Ability to communicate technical information to a non‑technical audience.
• Able to read and understand architectural, mechanical, and electrical blueprints.
• Experience interacting with a large and diverse number of simultaneous challenges, requiring knowledge of multiple disciplines.
• Bachelor’s degree, associate degree, Technical/Business School Certificate or Diploma in HVAC Controls, or related field.
• Travel Requirements
• Pay Range

The annual salary for this position is between $79,000.00 – $158,000.00 annually.

Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate.

Other Compensation

This position may be entitled to short‑term cash incentives, subject to plan requirements.

Benefits

Employees are eligible for benefits, including

• Health Care Benefits
• : Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave

: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation

• Disability
• : Short‑term and long‑term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax‑Advantaged Accounts
• : Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance
• Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class.

Carrier provides affirmative action in employment for qualified individuals with a disability and protected veterans in compliance with section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at Carrier.

Recruiting@carrier. com.

We will make every effort to meet your needs in accordance with applicable laws.

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