BAS Technical Support Specialist

Cochrane Supply & Engineering; Houston (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision coverage

Disability insurance

Life insurance

401k matching

Tuition reimbursement

Profit sharing

PTO 10 holidays

Job summary

Cochrane Supply & Engineering is seeking a Tech Support Specialist in Houston, Texas to provide hands-on technical support for building controls, troubleshoot Niagara Framework, and assist customers with programming tools and networks. The role involves bench-testing controllers, lab work, and occasional on-site visits within the region.

This full-time position offers a salary of $70,000–$100,000 per year and a comprehensive benefits package.

Qualifications

• Bachelor's degree or equivalent in IT/Systems, Engineering, or related field.
• General networking fundamentals: TCP/IP, subnetting, RS-485/RS-232.
• Proficient on Windows platforms.
• Strong verbal and written communication; you can walk a technician through a fix over the phone.
• Ability to quickly learn and retain a working knowledge of new software, products and concepts.
• Valid driver's license.

Responsibilities

• Provide technical support by phone, email, and ticketing system to contractors, system integrators, building owners, and end users.
• Troubleshoot Niagara Framework issues - station configuration, drivers, points, histories, alarms, licensing, and platform/upgrade problems
• Support customers on other building controller programming and configuration tools we distribute
• Diagnose field wiring and communication problems: power, terminations, shielding, grounding, daisy-chain and termination issues on RS-485 networks
• Troubleshoot IP networking as it applies to controls - addressing, subnets, VLANs, port forwarding, remote access, and BACnet/IP behavior on customer networks
• Bench-test, stage, configure, and commission controllers and gateways before they go out the door
• Reproduce reported issues in the lab and document root cause and resolution
• Escalate confirmed product defects to manufacturers and track them through resolution
• Document solutions in our internal knowledge base so the answer exists the next time
• Support our sales and inside sales teams with technical product questions, compatibility checks, and part selection
• Assist with customer training sessions, lunch-and-learns, and product demonstrations
• Occasional travel to customer sites within the region for on-site troubleshooting or startup support
• Other duties as assigned

Skills

Networking fundamentals

Windows platforms

Verbal and written communication

Learning ability

Driver's license

Education

Bachelor's degree or equivalent in IT/Systems/Engineering

Tools

Zendesk

Freshdesk

ServiceNow

Job description

Cochrane Supply & Engineering is an award-winning, internationally recognized smart building controls distributor as a source of Building Automation Systems and IIoT products. Representing more than 100 of the industry's top manufacturers, Cochrane Supply's huge selection of products blend innovation and solutions for customized facility management and improved building efficiency when it comes to HVAC, security, energy, lighting, gas-detection and more!

Cochrane Supply continues to grow as we seek a Tech Support Specialist in Houston, Texas.

The Technical Support Specialist is a hands-on technical support role for building controls. This position operates phones and the technical support ticket queues, live troubleshooting with technicians and escalated to manufacturers with product issue. Time is spent in labs bench-testing controllers, reproducing customer issues, staging and commissioning equipment before it ships, and building out demo setups. Other duties include, but not limited to:

• Provide technical support by phone, email, and ticketing system to contractors, system integrators, building owners, and end users.
• Troubleshoot Niagara Framework issues - station configuration, drivers, points, histories, alarms, licensing, and platform/upgrade problems
• Support customers on other building controller programming and configuration tools we distribute
• Diagnose field wiring and communication problems: power, terminations, shielding, grounding, daisy-chain and termination issues on RS-485 networks
• Troubleshoot IP networking as it applies to controls - addressing, subnets, VLANs, port forwarding, remote access, and BACnet/IP behavior on customer networks
• Bench-test, stage, configure, and commission controllers and gateways before they go out the door
• Reproduce reported issues in the lab and document root cause and resolution
• Escalate confirmed product defects to manufacturers and track them through resolution
• Document solutions in our internal knowledge base so the answer exists the next time
• Support our sales and inside sales teams with technical product questions, compatibility checks, and part selection
• Assist with customer training sessions, lunch-and-learns, and product demonstrations
• Occasional travel to customer sites within the region for on-site troubleshooting or startup support
• Other duties as assigned

***THIS IS NOT A SOFTWARE DEVELOPMENT POSITION. This position(team) supports HVAC controls and controls software - wiring, networks, protocols, commissioning, and the software tools our customers use to run their buildings.***

This is a full-time position working a minimum of 40 hours per week with work times varying on weekdays 7:00a - 5:00p. This role combines desk-based support work at our Texas branch hands-on bench and lab work with occasional site visits.

This is a salary position, paid bi-weekly, ranging between $70,000 - $100,000 per year. Starting salary wage is negotiable and based on qualifications experience.

Cochrane Supply offers competitive benefits packages including health (BCBSM/BCN), dental (Aetna), vision (VSPV), short- and long-term disability, life insurance, eligible for 401k matching after 90 days, tuition reimbursement, profit sharing, and PTO including 10 holidays.

Required Qualifications:

• Bachelor's degree or equivalent experience with Information Technology/Systems, Computer/Data Science, Information Systems, Engineering, or related field.
• General networking fundamentals - TCP/IP, subnetting, and serial-based communications (RS-485/RS-232).
• Proficient on Windows platforms.
• Strong verbal and written communication - you can walk a technician through a fix over the phone without losing them.
• Ability to quickly learn and retain a working knowledge of new software, products and concepts.
• Valid driver's license.

Preferred Qualifications:

• 1-3 years minimum in technical support, field service, or another customer-facing technical role
• HVAC Controls or Building Automation Systems experience - installing, commissioning, servicing, or supporting them
• Working knowledge of low-voltage control wiring: reading wiring diagrams and submittals, terminations, troubleshooting with a multimeter
• Niagara Framework experience (Niagara 4 certification a strong asset)
• Familiarity with building controls protocols - BACnet, LonWorks, Modbus
• Experience with any major BAS platform: Distech, Honeywell, Johnson Controls, Siemens, Delta, Reliable Controls, KMC, or similar
• HVAC mechanical background - knowing how an AHU, VAV box, chiller, or boiler actually sequences
• Electrical or trade certification (309A, 442A) or HVAC certification (313A/313D, G2/G3)
• Building Niagara graphics and dashboards, or setting up trends, histories, and reports
• Light scripting or database familiarity (SQL queries, CSV/point-list manipulation) for data and reporting tasks
• Experience with ticketing systems (Zendesk, Freshdesk, ServiceNow or similar)
• Prior experience in controls distribution or as a controls contractor

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may be changed at any time based on business needs. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Employment offers are contingent upon the successful completion of a background screening, which may include verification of employment history, criminal history review (where permitted by law), and a sex offender registry search. Criminal history information will be evaluated in accordance with applicable federal, state, and local laws. A criminal record does not automatically disqualify an applicant from employment.

Cochrane Supply & Engineering participates in E-Verify. Information from Form I-9 will be submitted to the U.S. Department of Homeland Security (DHS) and the Social Security Administration (SSA), as applicable, to confirm authorization to work in the United States. Employees will be required to provide acceptable documentation establishing identity and work authorization in accordance with federal law.

Cochrane Supply & Engineering is an Equal Employment Opportunity employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other protected characteristic under applicable federal, state, or local laws. All employment decisions are made solely on the basis of qualifications, merit, and business needs.