Kelso Building Services

Role Description 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 - 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. Requirements - Experience with Building Automation Systems (BAS), HVAC controls, or facility operations (Preferred for Level 2). - Previous experience in dispatch, operations centers, customer support, monitoring environments, or technical help desks (Preferred for Level 2). - Familiarity with ticketing, work order, or service management systems (Preferred for Level 2). - Basic understanding of mechanical, electrical, or controls systems (Preferred for Level 2). Benefits - Competitive hourly compensation. - Comprehensive medical benefits. - Paid time off. - 401(k) program with company matching contributions. 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.

Role Description This person serves as a key point of contact for KBS’s 24/7 monitoring services. This position is responsible for overseeing customer building systems in real time, responding to alerts, and coordinating service actions using established procedures. This is a structured, fast-moving role that requires strong attention to detail and adherence to processes. Operators act as the bridge between customer facilities and internal service teams. - Level 1 Operators focus on alarm review, communication, documentation, and basic remote support tasks. - Level 2 Operators bring additional technical experience and handle more advanced troubleshooting and decision-making. Core Responsibilities - System Monitoring & Response - Continuously monitor building automation, HVAC, electrical, and related systems for alerts or irregular activity. - Review and prioritize alarms using predefined workflows and response criteria. - Distinguish between critical alerts and informational notifications using established guidelines. - Initiate appropriate escalation actions based on customer-specific protocols. - Customer Communication & Support - Act as a primary contact for customer emails and phone inquiries. - Deliver clear, professional communication during service events. - Record all interactions accurately within internal systems. - Collaborate with technicians and internal teams to ensure timely resolutions. - Remote Troubleshooting - Access customer systems securely using approved remote tools. - Analyze alarms, trends, and system data to support issue identification. - Perform approved remote actions such as resets, schedule checks, and setpoint verification. - Document findings and outcomes in standardized service records. - Dispatch & Service Coordination - Create and manage service tickets within company platforms. - Coordinate technician dispatch based on scope, urgency, and approval requirements. - Monitor service progress and provide updates to stakeholders. - Reporting & Documentation - Maintain complete and audit-ready records of all activities. - Generate reports related to alarms, system performance, and service activity. - Ensure compliance with service standards and response expectations. - Training & Development - Complete required training in building systems, customer processes, and security practices. - Participate in certification programs for monitoring center operations. - Engage in ongoing learning and quality improvement initiatives. Qualifications - High school diploma or equivalent (technical education is a plus). - Strong computer skills with the ability to navigate multiple systems simultaneously. - Excellent written and verbal communication skills. - Ability to follow structured procedures and escalation processes. - High level of accuracy and attention to detail. - Ability to stay composed in time-sensitive situations. - Flexibility to work rotating schedules, including nights and weekends. - Experience with building automation systems (BAS), HVAC controls, or facilities operations (Preferred for Level 2). - Background in monitoring centers, help desks, dispatch, or call centers (Preferred for Level 2). - Familiarity with ticketing or service management platforms (Preferred for Level 2). - Basic knowledge of mechanical or electrical systems (Preferred for Level 2). Key Skills & Attributes - Strong situational awareness and prioritization ability. - Consistency in following defined processes. - Customer-first mindset. - Sound judgment when escalating issues. - Effective teamwork and communication. - Commitment to learning and professional growth. Performance Expectations - Timely response to system alerts. - Accuracy in issue evaluation and escalation. - Quality and completeness of documentation. - Meeting service level agreements (SLAs). - Positive customer feedback. - Completion of required training and certifications. Growth Opportunities - ROC Operator – Level 2. - Remote Systems Specialist. - Building Automation Support. - Operations Supervisor. - Monitoring & Analytics roles. Why Work at KBS - Be part of a growing digital facilities and remote operations platform. - Gain exposure to advanced smart building technologies. - Access formal training and certification programs. - Contribute to mission-critical operations that impact customer uptime. - Join a company focused on safety, performance, and innovation. Compensation & Benefits - Competitive hourly pay. - Medical benefits package. - Paid time off. - 401(k) with company match.

Role Description This person serves as a key point of contact for KBS’s 24/7 monitoring services. This position is responsible for overseeing customer building systems in real time, responding to alerts, and coordinating service actions using established procedures. This is a structured, fast-moving role that requires strong attention to detail and adherence to processes. Operators act as the bridge between customer facilities and internal service teams. - Level 1 Operators: Focus on alarm review, communication, documentation, and basic remote support tasks. - Level 2 Operators: Bring additional technical experience and handle more advanced troubleshooting and decision-making. Core Responsibilities - System Monitoring & Response: - Continuously monitor building automation, HVAC, electrical, and related systems for alerts or irregular activity. - Review and prioritize alarms using predefined workflows and response criteria. - Distinguish between critical alerts and informational notifications using established guidelines. - Initiate appropriate escalation actions based on customer-specific protocols. - Customer Communication & Support: - Act as a primary contact for customer emails and phone inquiries. - Deliver clear, professional communication during service events. - Record all interactions accurately within internal systems. - Collaborate with technicians and internal teams to ensure timely resolutions. - Remote Troubleshooting: - Access customer systems securely using approved remote tools. - Analyze alarms, trends, and system data to support issue identification. - Perform approved remote actions such as resets, schedule checks, and setpoint verification. - Document findings and outcomes in standardized service records. - Dispatch & Service Coordination: - Create and manage service tickets within company platforms. - Coordinate technician dispatch based on scope, urgency, and approval requirements. - Monitor service progress and provide updates to stakeholders. - Reporting & Documentation: - Maintain complete and audit-ready records of all activities. - Generate reports related to alarms, system performance, and service activity. - Ensure compliance with service standards and response expectations. - Training & Development: - Complete required training in building systems, customer processes, and security practices. - Participate in certification programs for monitoring center operations. - Engage in ongoing learning and quality improvement initiatives. Qualifications - High school diploma or equivalent (technical education is a plus). - Strong computer skills with the ability to navigate multiple systems simultaneously. - Excellent written and verbal communication skills. - Ability to follow structured procedures and escalation processes. - High level of accuracy and attention to detail. - Ability to stay composed in time-sensitive situations. - Flexibility to work rotating schedules, including nights and weekends. Requirements - Preferred (Level 2): - Experience with building automation systems (BAS), HVAC controls, or facilities operations. - Background in monitoring centers, help desks, dispatch, or call centers. - Familiarity with ticketing or service management platforms. - Basic knowledge of mechanical or electrical systems.