Facilities Monitoring Technician (Onsite - NOT remote)

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

This person 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