Come join us at Odisea and work with some of the most exciting start-ups in the US
In this role you will work with a trailblazing company in the realm of smart building technology, specializing in a SaaS-based connected platform that integrates hardware and software solutions to optimize building operations. Renowned for its innovative approach to enhancing the performance and health of building systems, the company leverages cutting-edge IoT technology, data analytics, and real-time insights to revolutionize energy management, operational efficiency, and cost reduction in the commercial and industrial real estate sectors.
As an IoT Building Systems Engineer, you will play a critical role in maintaining excellent customer satisfaction by ensuring the integrity of data collection by minimizing hardware downtime. Your expertise in hardware troubleshooting and network programming will ensure seamless server communication and functionality of our deployed IoT electrical, gas, and water meters, sensors, and networking devices. This role demands a proactive approach to maintaining our high standards of data accuracy and reliability as well as outstanding attention to the customer experience.
Close out hardware-related maintenance tickets using a ticketing software solution (e.g., Zendesk or Zoho Desk)
Identify, troubleshoot, and resolve hardware issues flagged by our software or reported by customers and key stakeholders
Maintain accurate documentation for ticket resolution, including steps taken and outcomes
Diagnose hardware issues using various communication channels such as phone, text, and email
Report maintenance issues to internal teams with clear documentation and recommendations for action
Provide clear and timely updates to customers - property managers, building engineers, and internal stakeholders
Utilize standard operating procedures (SOPs) to troubleshoot and, if necessary, coordinate replacement and commissioning of equipment Build relationships with property managers and building engineers to ensure effective communication, issue resolution, and strengthening relationships
Collaborate with the Customer Success team to identify the correct client contacts when needed
Provide exceptional customer service, even in challenging situations with frustrated customers with a goal of driving to a quick resolution that exceeds expectations and strengthens relationships Develop and maintain a maintenance handbook covering troubleshooting guides and replacement procedures for equipment
Analyze recurring hardware issues to identify trends and recommend process improvements
Document the most common issues with equipment, including their monitoring, correction, and preventative maintenance strategies that improve customer experience
Analyze existing workflows and processes to identify inefficiencies and propose innovative solutions to optimize operations
Develop and implement strategies to improve troubleshooting methods and streamline response times.
Leverage prior experience to introduce best practices and new tools that enhance the functionality of hardware support and ticketing systems
Collaborate with internal teams to refine SOPs, making them more effective and easier to follow for long-term use
Stay informed on industry trends and technologies to proactively suggest improvements to hardware systems and processes
Act as a thought leader by presenting ideas that challenge the status quo and elevate the team's capabilities
Conduct post-resolution analysis to identify recurring issues and drive initiatives to reduce their frequency or eliminate them entirely Track and analyze key performance indicators (KPIs) such as: tickets resolved per week, efficiency improvements in response time, average time to resolve tickets, etc…
Monitor and communicate the impact of maintenance on labor and equipment costs Work closely with onsite, finance, and engineering teams to align on operational costs and budget impacts Excellent English verbal and written communication skills to effectively liaise with clients and internal teams
Ability to build rapport with customer contacts, maintain relationships over time, and handle challenging situations with professionalism
Customer-centric approach with a focus on delivering high-quality support
Bachelor's degree in Electrical Engineering or a related field
Extensive experience working with IoT or connected devices and solving hardware problems
Proven ability to troubleshoot and resolve hardware-related issues effectively
Experience in fieldwork and an understanding of metering infrastructure are desirable.
Strong background in utility metering systems (electric, water, gas) is highly preferred
Experience working with ticketing systems (e.g., Zendesk, Zoho Desk) and managing maintenance workflows
Strong project management and organizational skills, with a detail-oriented mindset
Data-driven mindset with a focus on analyzing and improving processes
Ability to effectively juggle multiple competing priorities
A natural commitment to continuous learning and improvement Odisea fue fundada bajo la creencia de que las empresas increíbles solo pueden ser construidas sobre la base de una cultura intencional cultivada por personas excelentes. En Odisea, estamos abordando una necesidad específica al redefinir el "nearshoring" para ayudar a cerrar la brecha de oportunidades entre Colombia y los Estados Unidos, y estamos construyendo un equipo apasionado de profesionales comprometidos con este propósito.
Apply now to join this great team and see how your career continues to grow.
Industry
IoT Connected Devices | Computer Software | Construction Tech Type
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