Facilities Monitoring Technician (Onsite - NOT remote)

Together We Build – Partnership, Innovation, Excellence, and SafetyAt Kelso Industries, 3,500+ employees across 30 companies work together to deliver exceptional HVAC, mechanical, plumbing, refrigeration, and electrical solutions nationwide. Join us to grow your career, make an impact, and be part of a team where innovation, excellence, and safety come first.Recruiter Notice: We respectfully ask external recruiters and staffing agencies not to submit candidates. We only accept direct applications.At Kelso Building Services, we believe in empowering our team members with the tools, training, and support they need to succeed. You’ll be part of a company that values integrity, innovation, and customer satisfaction—and you’ll have the opportunity to grow your career in a dynamic and rewarding environment.Please note: We are hiring level 1 operators and level 2 operators, depending on experience.Shift Coverage: May include nights, weekends, and holidays (rotational)Position OverviewThis person is the front line of KBS’s 24/7 remote monitoring and support services. This role is responsible for real-time monitoring of customer building automation and facility systems, responding to alarms, customer emails, and phone requests, and executing defined triage, escalation, and dispatch workflows in accordance with customer-specific policies.This position is process-driven, detail-oriented, and mission-critical, serving as the first point of contact between customer facilities and KBS service delivery teams. Level 1 Operators focus on alarm qualification, communication, documentation, and execution of predefined remote service tasks, while building the foundational knowledge required for advancement within the Remote Operations organization.Primary ResponsibilitiesMonitor customer Building Automation Systems (BAS), HVAC, electrical, and related facility systems for alarms and abnormal conditionsAcknowledge, qualify, and triage alarms based on customer-defined priorities and response proceduresDetermine actionable vs. informational alarms using established decision trees and runbooksInitiate notifications to customer contacts and internal teams per approved escalation matricesServe as a primary point of contact for customer email and phone requests for assistanceProvide professional, timely, and clear communication to customers during alarm events and service requestsDocument all customer interactions accurately within KBS service platformsCoordinate responses with technicians, Customer Service Partners (CSPs), and internal support teamsSecurely connect to customer sites using approved remote access toolsReview system data, trends, and alarms to support triage and qualificationExecute pre-developed remote service tasks (resets, setpoint verification, schedule validation, basic operational checks) when authorizedCapture findings and outcomes in standardized reports and service notesCreate and process service requests in KBS service management systemsDispatch technicians and Customer Service Partners in accordance with customer approval workflowsVerify scope, priority, and authorization prior to dispatchTrack service progress and update stakeholders as requiredGenerate customer-facing alarm, event, and activity reportsProduce standardized monitoring summaries and operational reportsMaintain accurate, complete, and audit-ready documentation of all actions takenSupport compliance with service level agreements (SLAs) and operational KPIsAttend and successfully qualify for Monitoring Center Operator certifications as requiredComplete company-specified training related to:Building Automation Systems (BAS)HVAC and facility operations fundamentalsCustomer processes and escalation policiesCybersecurity and secure remote access practicesActively participate in ongoing skills development and quality assurance reviewsRequired QualificationsHigh school diploma or equivalent (technical coursework or certifications a plus)Strong computer literacy and ability to work across multiple software platforms simultaneouslyExcellent written and verbal communication skillsAbility to follow structured procedures, decision trees, and escalation policiesHigh attention to detail and strong documentation disciplineAbility to remain calm and professional during high-priority or time-sensitive eventsWillingness to work rotating shifts, including nights and weekendsPreferred Qualifications For Level 2 OperatorsExposure to Building Automation Systems (BAS), HVAC controls, facilities management, or technical monitoring environmentsExperience in a call center, monitoring center, help desk, or dispatch roleFamiliarity with service management or ticketing systemsBasic understanding of mechanical, electrical, or building systems (training provided)Key CompetenciesSituational awareness and prioritizationProcess adherence and consistencyCustomer-focused mindsetClear escalation judgmentTeam collaboration and handoff disciplineContinuous learning orientationPerformance Measures (KPIs)Alarm response and acknowledgement timesAccuracy of alarm qualification and escalationDocumentation completeness and qualitySLA complianceCustomer satisfaction feedbackCertification and training completion milestonesCareer Path & AdvancementRoleThis role serves as a foundational entry point into KBS’s Remote Operations, Building Automation, and Digital Facilities ecosystem. High-performing Level 1 Operators may advance to:ROC Operator – Level 2Remote Systems SpecialistBAS Support / Programming SupportRemote Operations SupervisorNational Monitoring & Analytics rolesWhy Join KBSBe part of a nationally scalable Remote Operations and Digital Buildings platformGain hands-on exposure to modern smart building technologiesStructured training, certification, and career growth pathwaysWork in a mission-critical role supporting customer uptime and resilienceJoin a company committed to operational excellence, safety, and innovationWhat You'll GetCompetitive wagesComprehensive medical benefits PTO + 401K MatchWhy Join Kelso Industries?Join us and be part of a team dedicated to creating efficient, sustainable, and high-performance environments that make a lasting impact across the industrial, commercial, and institutional sectors.Here You Will ExperienceGrowth Opportunities: Develop new skills, take on exciting challenges, and advance your career in meaningful ways.Company Culture: You’ll thrive in an environment that supports your growth, values your contributions, and makes work fulfilling and enjoyable.Impact: Your work directly contributes to meaningful outcomes, allowing you to see the difference you make and feel a sense of purpose every day.Competitive Compensation & Benefits: You’ll be rewarded fairly for your contributions while enjoying perks that enhance your financial security, health, and overall well-being.Kelso Industries celebrates diversity and is committed to creating an inclusive environment for all employees. We do not discriminate in any aspect of employment based on race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Kelso does business