Triage, acknowledge, and resolve building alarms in real time; isolate nuisance/repeat alarms to prevent operational alert fatigue.
Remotely troubleshoot sequence anomalies, setpoint drifts, and program errors before dispatching field staff.
2. Call Center & Customer Service
Serve as the initial technical contact for facilities service tickets, campus call-center inquiries, and occupant comfort requests (hot/cold calls).
Adjust temperature setpoints, airflow (VAVs), and scheduling remotely to maintain client comfort while preserving energy efficiency standards.
3. Emergency Response & Incident Escalation
Act as the coordination bridge during critical equipment failures, power interruptions, leaks, or life-safety events.
Dispatch on-site Critical Environments (CE) technicians, engineering leads, or emergency vendors according to campus Standard Operating Procedures (SOPs) and Emergency Operating Procedures (EOPs).
Draft and distribute accurate, timely Incident Reports (IRs) following established SLA timelines.
4. Operational Excellence & KPI Attainment
Maintain required day-shift console headcount to ensure uninterrupted coverage and compliance with Google account contractual standards.
Track operational metrics, alarm closure rates, and dispatch volumes to contribute to quarterly alarm-reduction initiatives.
Log all shift activity, handovers, and outstanding maintenance tickets to guarantee continuous shift-to-shift alignment.
Qualifications & Requirements
Experience: 2–4+ years of hands-on experience in central monitoring, BMS console operations, critical environments, or commercial HVAC controls (data center, tech campus, or hospital experience preferred).
Technical Knowledge
Demonstrated familiarity with major BMS/DDC platforms (e.g., Johnson Controls Metasys, Siemens Desigo/Apogee, Automated Logic WebCTRL, Schneider EcoStruxure, or Alerton).
Solid foundational understanding of commercial mechanical/HVAC systems (chillers, boilers, AHUs, RTUs, CRAC/CRAHs, VAV boxes, pumps).
Communication & Soft Skills
Strong customer service etiquette for client phone calls, radio dispatches, and ticket handling.
Clear technical writing skills for incident summaries and shift handoff logs.
Problem Solving: Ability to prioritize multiple incoming critical alarms under high-pressure or emergency scenarios.
Key Performance Indicators (KPIs)
Alarm Response & Triage SLA: Percentage of critical alarms acknowledged and actioned within established time thresholds.
Nuisance Alarm Reduction: Proactive identification and reporting of systemic or faulty alarm points.
Incident Reporting Timeliness: Drafting and publishing initial incident notifications within SLA requirements.
Customer Comfort Satisfaction: Resolution rate for first-contact comfort tickets without unnecessary field dispatches.
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Expected compensation for this position
87,360.00 – 87,360.00 USD per year
Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.
Location
On-site –Mountain View, CA
Job Tags
Google Jobs
If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits include:
401(k) plan with matching company contributions
Comprehensive Medical, Dental & Vision Care
Paid parental leave at 100% of salary
Paid Time Off and Company Holidays
Early access to earned wages through Daily Pay
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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