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