Remote HVAC Monitoring Specialist

Kelso Building Services•Ogden, UT

23h•Remote

About The Position

Kelso Building Services (KBS) is seeking ROC Operators (Level 1 and Level 2) to join their around-the-clock monitoring services team. This role involves observing customer building systems, responding to events, coordinating service activities, and ensuring issues are resolved according to procedures. It's a fast-paced, detail-oriented position requiring consistency, communication, and adherence to process. Level 1 focuses on alarm monitoring and basic support, while Level 2 utilizes advanced technical skills for diagnostics and troubleshooting.

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.