Remote HVAC Monitoring Specialist

About Kelso Building Services

At Kelso Building Services (KBS), we believe our success starts with our people. We provide the resources, training, and career development opportunities employees need to thrive in a dynamic and technology-driven environment. Our team is committed to operational excellence, innovative problem-solving, and delivering outstanding service to customers across the country.

We are currently seeking both Level 1 and Level 2 ROC Operators , depending on experience and qualifications.

Schedule: Rotating shifts required, including evenings, weekends, and holidays.

Position Overview

The Remote Operations Center (ROC) Operator plays an essential role in supporting KBS's around-the-clock monitoring services. This position is responsible for observing customer building systems, responding to system-generated events, coordinating service activities, and ensuring issues are addressed according to established procedures.

This is a detail-oriented role in a fast-paced operations environment where consistency, communication, and adherence to process are critical.

Level 1 Operators focus on alarm monitoring, customer communications, documentation, and routine remote support activities.

Level 2 Operators leverage additional technical expertise to perform advanced diagnostics, troubleshooting, and operational decision-making.

Primary Responsibilities

Monitoring & Event Management

Monitor HVAC, building automation, electrical, and related facility systems for alarms, faults, and performance exceptions

Assess, prioritize, and respond to incoming alerts based on documented response procedures

Identify the difference between informational notifications and critical system events

Execute escalation protocols in accordance with customer-specific requirements

Customer Service & Communication

Serve as a point of contact for incoming calls, emails, and service-related inquiries

Communicate professionally and effectively with customers during active events

Maintain detailed records of all communications and actions taken

Work closely with internal departments and field personnel to support issue resolution

Remote Diagnostics & Support

Access customer systems through approved remote-connectivity tools

Review system trends, alarm history, and operational data to assist with problem identification

Perform authorized remote tasks including schedule verification, system resets, and control-point validation

Document troubleshooting steps, findings, and outcomes in company systems

Service Coordination & Dispatch

Open, update, and track service requests through internal platforms

Coordinate technician dispatch activities based on urgency, scope, and customer requirements

Monitor open issues and provide status updates when appropriate

Documentation & Reporting

Maintain complete, accurate, and audit-ready operational records

Prepare reports related to system events, service activity, and monitoring performance

Follow established response standards and documentation requirements

Learning & Professional Development

Complete training related to building technologies, customer programs, and security procedures

Participate in certification and skills development programs

Support continuous improvement efforts within the monitoring center

Qualifications

Required

High school diploma or GED equivalent

Strong computer proficiency and ability to work across multiple software platforms simultaneously

Excellent written and verbal communication skills

Ability to follow established processes and escalation workflows

Strong organizational skills and attention to detail

Ability to remain calm and effective in high-priority situations

Availability to work rotating schedules, including nights, weekends, and holidays

Preferred for Level 2

Experience with Building Automation Systems (BAS), HVAC controls, or facility operations

Previous experience in dispatch, operations centers, customer support, monitoring environments, or technical help desks

Familiarity with ticketing, work order, or service management systems

Basic understanding of mechanical, electrical, or controls systems

Key Competencies

Critical thinking and problem-solving

Strong prioritization and multitasking abilities

Customer-focused approach

Reliable decision-making and escalation judgment

Effective collaboration and communication

Willingness to learn and develop technical skills

Performance Measures

Successful operators consistently demonstrate:

Prompt handling of alarms and system events

Accurate assessment and escalation of issues

High-quality recordkeeping and documentation

Compliance with service level commitments

Strong customer service performance

Completion of required training and development milestones

Career Growth Opportunities

KBS is committed to promoting from within whenever possible. Team members who demonstrate strong performance may have opportunities to advance into positions such as:

ROC Operator II

Remote Systems Specialist

Building Automation Support Specialist

Operations Team Lead

Monitoring & Analytics Specialist

Operations Supervisor

Advancement opportunities are supported through hands-on experience, structured training, and ongoing professional development.

Why Join KBS?

Be part of an expanding remote operations and smart building technology organization

Work with advanced building automation and monitoring systems

Access training, certifications, and career development resources

Support critical facility operations for customers nationwide

Join a team focused on innovation, service, and operational excellence

Compensation & Benefits

Competitive hourly compensation

Comprehensive medical benefits

Paid time off

401(k) program with company matching contributions