Remote Operations Manager Jobs in Roy, UT (NOW HIRING)

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. 

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, 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

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