Technical Support Engineer - Electronics/Building Automation

Description

The Best Experience Company 

Mecho is the recognized leader in innovative design, trusted performance and custom solutions for the commercial window covering industry.  Founded in 1969, Mecho became part of the Springs Window Fashions family in 2015.  Solar protection with a view continues to inspire Mecho’s leadership in product and service offerings while targeting sustainable solutions tailored to the needs of architects, designers, dealers, building owners and their occupants.   

Springs Window Fashions is a leader in the custom window treatment industry since 1939. Headquartered in Middleton WI, we have 7,000 associates with locations in North America, Europe, and Asia.  Our custom window treatments are available in nearly every major retailer, in thousands of designer showrooms, and showcased in large commercial buildings.  Our tagline is “The Best Experience Company.” More than just a set of words, it represents the essence of who we are at Springs Window Fashions. As North America’s premier window covering company, our brands are committed to creating the Best Experience for our associates, consumers and end users, business partners, and communities. We want you to join our team of passionate self-starters who believe the world is full of Best Experience opportunities. So, if you’re excited about the thought of a Best Experience career with a team focused on creating Best Experiences for all, we want to hear from you! 

Job Summary 

Mecho has an exceptional opportunity for a reliable, self-motivated Support Technician in the field of Building Automation Systems. Based out of our New York facility, this role acts as a primary liaison between the Engineering and Technical Support departments on our industry-leading SolarTrac automation solutions.  

Responsibilities include production support, customer support and testing/validation of new and updated solutions.  Key activities include server design and configuration, remote support for commissioning and technical support, hardware/software troubleshooting, product validation testing, training facilitation, and literature development.  This individual will work in a team environment assisting with structural project planning, device configuration, and pre-commissioning support for large-scale commercial deployments.  They will collaborate closely with project management and technical teams to ensure successful outcomes for advanced building automation projects worldwide—including many Fortune 500 clients.   

The ideal candidate is a hands-on technician/engineer with a strong problem-solving background.  Success in this role requires technical expertise, a collaborative approach, high moral and ethical values, and a commitment to delivering exceptional customer outcomes. 

Key Responsibilities 

Production Support:  (est 40% of time) 

• Project Server Development/Production: Assemble, pre-configure, and validate test server assemblies and network tools for server production orders prior to deployment in the client's building network.   
• Project Network Testing & Integration Support: Facilitate remote commissioning with onsite personnel during deployment of server solutions or server support.  Troubleshoot physical wiring topologies, signal integrity issues across RS-485 interfaces, and network routing or device discovery over standard Ethernet (TCP/IP) systems.   
• Training: Facilitate internal and external training sessions covering software product deployment, active commissioning layouts, and application support.

Customer Support:  (est. 40% of time) 

• Technical Support:  Remotely deploy, diagnose, troubleshoot, and engineer solutions to resolve software and hardware errors, networking errors and other system-related issues in client projects. 
• Cross-Department Collaboration: Serve as a direct technical liaison between Tech Support and the Software Development teams to coordinate product updates, project support, testing, and field feedback. 
• Occasional Field Support: Travel on an as-needed basis to assist field technicians or electrical contractors on-site. Resolve advanced physical layer or network layer issues that cannot be handled remotely.  

Testing:  (est. 20% of time)   

• Solution Validation:  Conduct validation testing on new automation products, product enhancements/revisions and field support issue resolution.  Familiarity expected in utilizing a host of networking and software tools as well as multimeters, oscilloscopes, and other equipment to verify hardware performance.  
• Documentation & Asset Management: Maintain accurate testing logs, system configuration profiles, and field-readiness test results. Report, track, and document active issues and software fixes. 

Requirements

Education: Associate’s degree or equivalent experience in Electrical Engineering, Computer Science, or a related technical discipline preferred. 

Experience: 

• 3+ years experience working with electronics controls hardware support and/or software support ideally in the building automation, industrial controls, security, home automation, or IT networking environments. 
• Exceptional written/verbal communication skills with strong technical articulation. 
• Proven customer-facing interpersonal skills for managing high-stakes service tickets. 
• Ability to prioritize task workflows and manage technical tracks for multiple projects concurrently. 
• The ability to travel domestically is not frequent but timely.  

Operating Systems & Infrastructure: 

• Proficient with Windows OS and Linux OS environments. 
• Foundational knowledge of enterprise computer networks.  

Database Management: 

• Practical understanding of relational databases, including MySQL and SQLite. 
• Basic familiarity with programming logic and system configuration data. 

Network Topologies & Protocols (Must possess hands-on familiarity or troubleshooting capabilities): 

• Ethernet / PoE (Power over Ethernet) 
• TCP/IP, UDP, and standard network routing 
• HTTP / HTTPS web configurations 
• VPN infrastructures & Remote Desktop Protocols (RDP) 
• RS-485 multi-drop serial networks 
• BACnet automation networks 

Technical Toolkit: 

• Hardware troubleshooting via multi-meter, oscilloscopes, etc. 
• Network protocol analyzers (e.g., Wireshark or similar) 
• Serial terminal utilities (e.g., RealTerm or similar) 
• Remote Access applications 
• Database clients (MySQL, Microsoft Access) 
• MS Office Suite Familiarity (Advanced Excel with macros, Word, Outlook)
• Programming experience a plus 
  • Front-End 
    • JavaScript, JSnode, Angular, HTML, CSS 
    • GUI design 
    • REST
  • Back-End 
    • C, C++, Delphi 
    • Database MySQL, SQLite 
    • Go 
    • REST

How We Work to Deliver a Best Experience: Our Culture

• Our Core Value: We do the right thing, always
• Our Seven Cultural Behaviors
  • Empowerment - We trust our people.
  • Ownership - We take 100% responsibility for our roles actions, and results.
  • Leadership - We all lead by example and talk direct with respect (DWR).
  • One Team - We are One Springs Team.
  • Customer First - We consider our customers' needs before every decision.
  • Continuous Innovation - We are constantly learning, innovating, and improving.
  • Speed - We define priorities and operate with a sense of urgency and agility.

Salary and Other Compensation:

The annual base for this position is reasonably expected to be $75,000+.  Factors which may affect starting pay  may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance,  vision insurance, 401(k) retirement plan with up to 5% company match of eligible contributions, life insurance, long-term disability insurance, short-term disability insurance, paid holidays pro-rated for the current year based on start date, paid vacation time, paid holidays, two floating holidays, and one paid volunteer day off per year.  

This posting is anticipated to remain open until a qualified candidate is hired.