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