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About the Role
This role provides remote diagnostics and troubleshooting assistance over the phone for field technicians and end-users at locations with installed Energy Management Systems. The position involves technical analysis, troubleshooting of EMS, validation and configuration of new installations, supporting third-party vendors, and ensuring connectivity to remote servers. The typical work hours are between 7 AM and 7 PM, with the ability to work second shift and weekends as required, including an on-call rotation.
Responsibilities
- Provides remote diagnostics and troubleshooting assistance over the phone for field technicians and/or customer dispatched technicians.
- Provides remote technical support for end-users at locations with installed Energy Management Systems.
- Responsible for technical analysis and troubleshooting of our EMS (energy management system).
- Responsible for validation and configuration of new installations.
- Responsible for supporting clients’ third party vendors.
- Responsible for ensuring persistent connectivity to remote servers.
Requirements
- High School Diploma and 3 years of technical customer service.
- Proper phone etiquette, ability to speak and clearly and accurately, demonstrated proficiency in typing and grammar.
- Knowledge of relevant software computer applications and equipment.
- Knowledge of customer service principles and practices, effective listening skills, multi-tasking capabilities.
- Proficiency with MS Office Suite.
- Exemplary Attendance and Punctuality.
- Maintain effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
- Make customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
- Deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
- Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
- Actively appreciate and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
- Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
- Experience with Linux or other command line interfaces.
- Electrical/HVAC Energy Management Systems experience.
Skills
- Technical customer service
- Phone etiquette
- Clear and accurate communication (speaking and writing)
- Typing proficiency
- Grammar proficiency
- MS Office Suite proficiency
- Customer service principles
- Effective listening
- Multi-tasking
- Linux or other command line interfaces
- Electrical/HVAC Energy Management Systems
Location
- Austin, TX
Work Type
- Hybrid (Remote/Office)
- Full-time
- Permanent
Experience Level
- Mid-level Professional
Education Level
- High School Diploma
- Bachelors degree
Salary/Compensations
- $46,037 - $78,921 annually
Benefits
- Variety of health and wellness benefits
About the Company
- Siemens is a global technology company focused on industry, infrastructure, transport, and healthcare.
- We are improving how we live, work, and move today and for the next generation.
- Our Smart Buildings help to create efficient, safe, adaptable, and responsible environments.
- We create technology with purpose adding real value for customers.
Equal Opportunity
- Siemens is an Equal Opportunity Employer encouraging inclusion in the workplace.
- All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
- Applicants and employees are protected from discrimination on the basis of race, color, religion, sex, national origin, or any characteristic protected by Federal or other applicable law.
- Qualified applications with arrest or conviction records will be considered for employment in accordance with applicable local and state laws.