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Provide customers with support based on the customer's technical problems related to their building systems as well as provide on-site and remote technical support to installers, and subcontractors. Responsible for creating control databases and setup control systems based on project specification and/or sales proposal. May be required to perform field start-up and system commissioning tasks.

Principle Duties and Responsibilities 

• Performs programming of control applications using various software tools to support operator workstations, DOC field panels and third-party integration devices connected through multiple communications protocols.
• May be required to perform job-site system checkout, commissioning and testing of control applications, to verify proper operation according to project specifications, sales proposal and design documentation.
• Provides remote technical support to installers and customers. May be asked to provide on-site technical support to installers and customers.
• Performs system analysis and diagnostics. Isolate and troubleshoot problems, take corrective action if possible.
• Articulates resolution to a customer's problem clearly both in verbal and written communication. The resolutions must be explained to the customer in a format that is understandable to the customer. Facilitates resolutions that are in the best interest of the customer and ESI.
• Isolate and troubleshoot problems, take corrective action if possible.
• Document problem and resolution and report findings back to Account Executive for customer follow-up.
• If required, re-create customer problem in-house for the purpose of testing solutions.
• Prepare accurate paperwork.
• Responsible for keeping the customer and ESI management advised of any outstanding and reoccurring problems with products, services, or customers.
• Communicates regularly suggested improvements to the various communications and interactions with ESI, by the customer.
• Part of an on-call rotation for after hour's response to customer's.