Kelso Industries · 1 day ago
Remote Operations Center Operator
United States
Full-time
Remote
New Grad, Entry LevelKelso Industries is a company with over 3,500 employees dedicated to delivering exceptional HVAC, mechanical, plumbing, refrigeration, and electrical solutions nationwide. They are seeking a Remote Operations Center Operator responsible for real-time monitoring of customer building automation and facility systems, responding to alarms, and executing defined workflows. This role serves as the first point of contact between customer facilities and KBS service delivery teams, focusing on alarm qualification and communication.
IndustrialMechanical Engineering"Heating Ventilation and Air Conditioning (HVAC)"
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
Qualification
Required
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
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)
Benefits
Competitive wages
Comprehensive medical benefits
PTO + 401K Match
Company
Kelso Industries
Kelso Industries is a conglomeration of market-leading companies and their executives who offer comprehensive HVAC, and plumbing services.
Founded in 2021
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$50MKey Investors
Paceline Equity Partners
2023-11-27Private Equity· $50M
Leadership Team
Steve Carroll
CEO and Co-Founder
Greg Gernert
CFO
Recent News
UPSTATE BUSINESS JOURNAL
2025-07-31
Kelso Technologies Inc.
2025-06-05
Company data provided by crunchbase