Customer Service Engineer Jobs in Atlanta, GA (NOW HIRING)

A Service Engineer or Specialist is responsible for providing service and support to RoviSys customers. Responsibilities are driven by the need to maintain service level agreements (SLAs) with RoviSys’ customers. These responsibilities require direct customer interaction and reporting, and may include any of the following job functions, troubleshooting of hardware and software, controller programming, graphics configuration, field testing of equipment, calibration of instrumentation, control system and database maintenance, documentation and reporting.

A Service Engineer or Specialist is expected to be proficient at leading service and support efforts, working individually or with a costumer troubleshooting controls issues, and capable of independent decision making.

Service and Support – 80%

• Perform regular inspections, maintenance, and software updates of control systems
• Identify and address system malfunctions or inefficiencies
• Implement system upgrades and enhancements to improve efficiency and performance
• Continuously monitor service and support communication channels, including phone lines, email, chat, and ticketing systems
• Track service metrics, performance indicators, and key performance indicators (KPIs) to identify issues and trends
• Promptly respond to incidents, outages, and service disruptions to maintain SLAs
• Collaborate with technical teams to resolve critical incidents quickly and efficiently

Project Support – 15%

• Instrumentation & Electrical Design
  • Create instrument lists by examining P&ID drawings
  • Compile submittal and procurement documentation for controls and instrument hardware
  • Provide technical support for service technicians
  • Inspect completed support requests
• System Design and Configuration
  • Participate in customer design review meetings
  • Assemble development system using project hardware and computers
  • Configure user interface and HMI screens
  • Configure DDC, PLC and/or DCS control algorithms
  • Draft system documentation from templates
  • Assist is customer demonstrations and acceptance testing
  • Configure networks to interface with equipment.
• Onsite System Startup
  • Works in a supervised role and/or with a team at a customer site
  • Install project software and configuration onto site systems
  • Participate in point-to-point loop checks
  • Perform instrumentation and software calibration and tuning
  • Participate in functional tests of all systems
  • Troubleshoot installation discrepancies
  • Program field modifications as required
  • Assist with developing commissioning test plans and documentation updates/redlines
  • Assist with developing training documentation/presentation on operations and maintenance of system

Sales Support – 5%

• Serve as a technical contact for customers
• Support sales teams during customer meetings
• Identify future sales opportunities with customer contacts
• Maintain relationships with existing customers

Working Conditions

• Position is subject to on-call rotation schedule.
  • During on-call rotation assignment, individual is available 24/7 for an assigned period to respond to customer calls.
• Position requires travel to customer facilities for maintenance, troubleshooting, and installation activities.
  • Presence at customer locations and travel required. Variable by geographical location.

• Education – Bachelor’s degree in approved mechanical, electrical or similar engineering degree track OR equivalent industry experience.
• Basic understanding of mechanical and electrical systems found within customer environment.
• Demonstrated understanding of at least one applicable controls platform:
  • Controls Experience: Tridium: Niagara N4
  • Distech: Experience with BACnet and LON Distech controllers, Eclypse Controllers
  • Johnson Controls: Facility Explorer or Metasys controllers
  • Siemens: Experienced with Apogee (PXC), Talon Controllers, DXR controllers, Desigo CC or Insight
  • Rockwell: FactoryTalk Suite, RS Logix/Studio 5000, familiarity with PlantPAx DCS
  • Other useful technologies include: Scripting languages (VBA, Python, etc.)
  • Knowledge of Kepware OPC server, ThinManager, VMware is preferred.

HVAC Experience Preferred:

• Basic understanding of HVAC systems in large building automation systems.
• Understanding of sequence of operations and P&IDs for HVAC and plant utilities.
• Experience with functional testing, including the ability to create, maintain, and execute test plans.
• Experience with specifying instrumentation and control valves for HVAC systems

• Competitive Base Salary: $80,000–$105,000, depending on experience 

• Performance Bonuses: Bonus structure designed to reward results 

• Travel Perks: Travel incentives + per-diem packages for field assignments 

• On-Call Pay: Compensated on-call pay structure

• Full Benefits Package: Medical, dental, and vision coverage 

• Retirement Ready: 401(k) with company match 

• Time Off: Generous PTO which includes vacation, holidays, and unlimited personal time 

• Grow With Us: Ongoing training, certifications, and professional development support