Sr. EMS Technician

Position Summary

ABOUT OUR COMPANY AND THE POSITION

Founded in 2004, Phoenix Energy Technologies is a leading provider of Enterprise Energy Management Software and Services.  Phoenix Energy works with commercial, retail and higher education customers to diagnose opportunities and implement strategies which reduce energy consumption and costs. Through real time measurement and verification of energy use, related costs and contextual data (such as weather, occupancy, and schedules) Phoenix Energy helps its customers obtain a "full view" of energy consumption and costs in order to drive efficiencies, reduce energy spend, and deliver maximum ROI. 

Bring your technical expertise and excellent customer service skills to our dynamic, collaborative EMS team. Phoenix Energy Technologies is growing (and growing fast) through our groundbreaking energy management software and best-in-class EMS services arm. 

We are currently seeking A-players who are ready to jump into a fun, fast and furious paced environment. We’re pretty keen on the environment, so if you have a passion for all things green like we do, even better. As we expand our team of experienced, motivated HVAC/Energy Management Systems Technicians, we seek the right individuals to deliver superior customer service to our growing list of Fortune 1000 customers. 

Shifts may vary and may include Monday through Friday, overnight, or weekends

ROLE AND RESPONSIBILITIES

• Ensure Phoenix Energy builds/ fosters/maintains positive customer relationships throughout service call process
• Support the customer and field technicians
• Process information in response to inquiries/concerns/requests for technical help using company supported applications and platforms
• Troubleshoot service requests and advise on appropriate action
• Answer incoming service requests professionally  
• Enter service request information into database from phone calls or emails
• Research questions using database and team members
• Process and resolve customer complaints
• Review service call requests from clients, review systems online, and adjust or repair to avoid dispatching field techs
• Identify problems, troubleshoot and make decisions to bring issues to conclusion
• Interact with contractors at remote locations working on mechanical equipment
• Complete EMS service calls and redirect to higher level techs as needed
• Prepare reports based on clients specifications and needed
• Perform schedule changes in Energy Management software
• Review Energy Management alarms, resolve or redirect to appropriate resource
• Other duties as may be required and specified by management

QUALIFICATIONS AND EDUCATION REQUIREMENTS 

• Strong computer skills and Microsoft Office proficiency
• Customer service experience         
• Strong keyboard skills
• Strong communication and organizational skills
• Excellent verbal and written communications skills
• Ability to prioritize and complete a variety of simultaneous tasks
• Technical and problem solving skills
• HVAC/building control/electrical systems knowledge and experience a plus
• Attention to detail
• Ability to work under pressure
• Work well on cross functional teams
• Highly motivated with personal initiative
• Able to work in a remote setting without distractions