Remote HVAC Monitoring Specialist

Kelso Building Services•Ogden, UT

1d•Remote

About The Position

The Remote Operations Center (ROC) Operator plays an essential role in supporting Kelso Building Services' (KBS) 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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
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
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
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