Remote Operations Center Operator

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

Role

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