About Kelso Building Services
At Kelso Building Services (KBS), we believe our success starts with our people. We provide the resources, training, and career development opportunities employees need to thrive in a dynamic and technology-driven environment. Our team is committed to operational excellence, innovative problem-solving, and delivering outstanding service to customers across the country.
We are currently seeking both Level 1 and Level 2 ROC Operators, depending on experience and qualifications.
Schedule: Rotating shifts required, including evenings, weekends, and holidays.
Position Overview
The Remote Operations Center (ROC) Operator plays an essential role in supporting KBS's around-the-clock monitoring services. This position is responsible for observing customer building systems, responding to system-generated events, coordinating service activities, and ensuring issues are addressed according to established procedures.
This is a detail-oriented role in a fast-paced operations environment where consistency, communication, and adherence to process are critical.
- Level 1 Operators focus on alarm monitoring, customer communications, documentation, and routine remote support activities.
- Level 2 Operators leverage additional technical expertise to perform advanced diagnostics, troubleshooting, and operational decision-making.
Primary Responsibilities
Monitoring & Event Management
- Monitor HVAC, building automation, electrical, and related facility systems for alarms, faults, and performance exceptions
- Assess, prioritize, and respond to incoming alerts based on documented response procedures
- Identify the difference between informational notifications and critical system events
- Execute escalation protocols in accordance with customer-specific requirements
Customer Service & Communication
- Serve as a point of contact for incoming calls, emails, and service-related inquiries
- Communicate professionally and effectively with customers during active events
- Maintain detailed records of all communications and actions taken
- Work closely with internal departments and field personnel to support issue resolution
Remote Diagnostics & Support
- Access customer systems through approved remote-connectivity tools
- Review system trends, alarm history, and operational data to assist with problem identification
- Perform authorized remote tasks including schedule verification, system resets, and control-point validation
- Document troubleshooting steps, findings, and outcomes in company systems
Service Coordination & Dispatch
- Open, update, and track service requests through internal platforms
- Coordinate technician dispatch activities based on urgency, scope, and customer requirements
- Monitor open issues and provide status updates when appropriate
Documentation & Reporting
- Maintain complete, accurate, and audit-ready operational records
- Prepare reports related to system events, service activity, and monitoring performance
- Follow established response standards and documentation requirements
Learning & Professional Development
- Complete training related to building technologies, customer programs, and security procedures
- Participate in certification and skills development programs
- Support continuous improvement efforts within the monitoring center
Qualifications
Required
- High school diploma or GED equivalent
- Strong computer proficiency and ability to work across multiple software platforms simultaneously
- Excellent written and verbal communication skills
- Ability to follow established processes and escalation workflows
- Strong organizational skills and attention to detail
- Ability to remain calm and effective in high-priority situations
- Availability to work rotating schedules, including nights, weekends, and holidays
Preferred for Level 2
- Experience with Building Automation Systems (BAS), HVAC controls, or facility operations
- Previous experience in dispatch, operations centers, customer support, monitoring environments, or technical help desks
- Familiarity with ticketing, work order, or service management systems
- Basic understanding of mechanical, electrical, or controls systems
Key Competencies
- Critical thinking and problem-solving
- Strong prioritization and multitasking abilities
- Customer-focused approach
- Reliable decision-making and escalation judgment
- Effective collaboration and communication
- Willingness to learn and develop technical skills
Performance Measures
Successful operators consistently demonstrate:
- Prompt handling of alarms and system events
- Accurate assessment and escalation of issues
- High-quality recordkeeping and documentation
- Compliance with service level commitments
- Strong customer service performance
- Completion of required training and development milestones
Career Growth Opportunities
KBS is committed to promoting from within whenever possible. Team members who demonstrate strong performance may have opportunities to advance into positions such as:
- ROC Operator II
- Remote Systems Specialist
- Building Automation Support Specialist
- Operations Team Lead
- Monitoring & Analytics Specialist
- Operations Supervisor
Advancement opportunities are supported through hands-on experience, structured training, and ongoing professional development.
Why Join KBS?
- Be part of an expanding remote operations and smart building technology organization
- Work with advanced building automation and monitoring systems
- Access training, certifications, and career development resources
- Support critical facility operations for customers nationwide
- Join a team focused on innovation, service, and operational excellence
Compensation & Benefits
- Competitive hourly compensation
- Comprehensive medical benefits
- Paid time off
- 401(k) program with company matching contributions
