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 Overview

The KBS Remote BAS Operations Center (ROC) Operator 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 Responsibilities

Monitor customer Building Automation Systems (BAS), HVAC, electrical, and related facility systems for alarms and abnormal conditions
Acknowledge, qualify, and triage alarms based on customer-defined priorities and response procedures
Determine actionable vs. informational alarms using established decision trees and runbooks
Initiate notifications to customer contacts and internal teams per approved escalation matrices
Serve as a primary point of contact for customer email and phone requests for assistance
Provide professional, timely, and clear communication to customers during alarm events and service requests
Document all customer interactions accurately within KBS service platforms
Coordinate responses with technicians, Customer Service Partners (CSPs), and internal support teams
Securely connect to customer sites using approved remote access tools
Review system data, trends, and alarms to support triage and qualification
Execute pre-developed remote service tasks (resets, setpoint verification, schedule validation, basic operational checks) when authorized
Capture findings and outcomes in standardized reports and service notes
Create and process service requests in KBS service management systems
Dispatch technicians and Customer Service Partners in accordance with customer approval workflows
Verify scope, priority, and authorization prior to dispatch
Track service progress and update stakeholders as required
Generate customer-facing alarm, event, and activity reports
Produce standardized monitoring summaries and operational reports
Maintain accurate, complete, and audit-ready documentation of all actions taken
Support compliance with service level agreements (SLAs) and operational KPIs
Attend and successfully qualify for Monitoring Center Operator certifications as required
Complete company-specified training related to:
- Building Automation Systems (BAS)
- HVAC and facility operations fundamentals
- Customer processes and escalation policies
- Cybersecurity and secure remote access practices
Actively participate in ongoing skills development and quality assurance reviews

Required Qualifications

High school diploma or equivalent (technical coursework or certifications a plus)
Strong computer literacy and ability to work across multiple software platforms simultaneously
Excellent written and verbal communication skills
Ability to follow structured procedures, decision trees, and escalation policies
High attention to detail and strong documentation discipline
Ability to remain calm and professional during high-priority or time-sensitive events
Willingness to work rotating shifts, including nights and weekends

Preferred Qualifications for level 2 operators

Exposure to Building Automation Systems (BAS), HVAC controls, facilities management, or technical monitoring environments
Experience in a call center, monitoring center, help desk, or dispatch role
Familiarity with service management or ticketing systems
- Basic understanding of mechanical, electrical, or building systems (training provided)

Key Competencies

Situational awareness and prioritization
Process adherence and consistency
Customer-focused mindset
Clear escalation judgment
Team collaboration and handoff discipline
Continuous learning orientation

Performance Measures (KPIs)

Alarm response and acknowledgement times
Accuracy of alarm qualification and escalation
Documentation completeness and quality
SLA compliance
Customer satisfaction feedback
Certification and training completion milestones

Career Path & Advancement

This 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 2
Remote Systems Specialist
BAS Support / Programming Support
Remote Operations Supervisor
National Monitoring & Analytics roles

Why Join KBS

Be part of a nationally scalable Remote Operations and Digital Buildings platform
Gain hands-on exposure to modern smart building technologies
Structured training, certification, and career growth pathways
Work in a mission-critical role supporting customer uptime and resilience
Join a company committed to operational excellence, safety, and innovation

What You'll Get

- Competitive wages
- Comprehensive medical benefits
- PTO + 401K Match

Kelso Building Services

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Remote Operations Center Operator