Specialist Service Representative II - Remote Support - Data Centre

Schneider Electric; Bengaluru; Remote; INR 1,500,000 - 2,100,000; Full time

Job summary

Schneider Electric’s Connected Services Hub in Bengaluru, India seeks a Connected Services Technical Expert to monitor, analyze, and enhance the performance and reliability of customers’ connected electrical and critical infrastructure systems. The role blends deep technical expertise with a customer‑centric mindset to deliver predictive and condition‑based maintenance services.

You will support strategic customers via remote diagnostics, troubleshoot incidents, and guide field engineers while

Qualifications

• Experience in customer-facing technical support and service delivery.
• Strong ability to interpret operational data and trends.
• Proven track record in problem solving and technical documentation.

Responsibilities

• Deliver premium remote support services to strategic digitally connected customers.
• Provide technical expertise in Electrical Distribution, Critical Power, and related domains.
• Monitor health and performance of customer assets using connected services platforms.
• Perform predictive and condition-based analyses to identify issues and recommend actions.
• Maintain alarm playbooks and drive incident resolution.
• Support continuous improvement initiatives within the Connected Services Hub.

Skills

Customer service orientation

Crisis management

Verbal & written communication

Stakeholder influence

Time management

Attention to detail

Curiosity & learning mindset

Education

Bachelor's Degree in Electrical / Electronics / Instrumentation / Automation

Tools

Monitoring platforms

Diagnostic tools

Alarm management

Remote support tools

Job description

The Services organization is expanding its Digital Services execution capabilities to support Schneider Electric's digitization strategy and enhance customer value through connected technologies. The Connected Services Hub (CSH) is a key pillar of this transformation, enabling proactive monitoring, analytics-driven insights, and remote support for customers' connected infrastructure.

As a Connected Services Technical Expert, you will combine deep technical expertise with a customer-centric mindset to monitor, analyze, and improve the performance, reliability, and availability of customers' connected electrical and critical infrastructure systems. You will play a vital role in delivering predictive and condition-based maintenance services while supporting strategic customers across Schneider Electric's digital ecosystem.

Key Responsibilities

Customer Success & Technical Support

• Deliver premium ("white-glove") remote support services to Schneider Electric's strategic digitally connected customers.
• Provide technical expertise in one or more of the following domains:
  • Electrical Distribution Systems
  • Critical Power & Cooling Infrastructure
  • Automatic Transfer Systems
  • Data Centre management Software
• Support field service engineers with technical troubleshooting, diagnostics, and operational issue resolution.
• Provide remote customer assistance through phone, email, chat, and other digital channels.
• Serve as a technical escalation point for customer and platform-related incidents.

Monitoring, Analytics & Reliability Services

• Monitor the health and performance of customer assets using connected services platforms.
• Perform predictive and condition-based analysis to identify potential issues and recommend corrective actions.
• Extract, analyze, and interpret data from digital monitoring systems and advanced analytics tools.
• Validate condition-based maintenance analytics and support continuous improvement of alert effectiveness.
• Assist in generating technical reports, health assessments, and customer recommendations.
• Provide actionable insights that improve system reliability, performance, and operational continuity.

Operational Excellence

• Maintain and enhance alarm playbooks to improve technical accuracy, response effectiveness, and service efficiency.
• Track, manage, and drive resolution of open incidents and technical concerns.
• Conduct root cause analysis and recommend preventive measures to reduce repeat incidents.
• Support continuous improvement initiatives within the Connected Services Hub.
• Mentor team members and share technical knowledge and best practices.

Work Environment

• This is primarily a remote support role involving:
  • Alarm monitoring
  • Remote diagnostics and troubleshooting
  • Solution recommendation
  • Coordination and dispatch of field service personnel
• Support is provided for mission-critical customer environments operating 24x7x365.
• The role requires participation in a rotating shift schedule, including night shifts, weekends, and holidays as required.
• Standard work schedule remains five working days per week.
• Position location: Bengaluru, India. Work from office setup.

Why Join the Connected Services Hub?

Join a highly visible organization at the forefront of Schneider Electric's Industrial Internet of Things (IIoT) and Digital Services transformation. This role offers an opportunity to leverage advanced analytics, connected technologies, and technical expertise to proactively improve customer operations while helping shape the future of digital service delivery.

Required Qualifications

Professional Competencies

The successful candidate will demonstrate:

• Strong customer service orientation with a customer-first mindset.
• Excellent crisis management and stakeholder communication skills.
• Strong verbal and written communication abilities.
• Ability to influence stakeholders and drive collaborative problem solving.
• Strong organizational and time-management skills while handling multiple priorities.
• High attention to detail and commitment to quality.
• Curiosity and continuous learning mindset with enthusiasm for emerging technologies and digital services.

Technical Skills & Knowledge

Mandatory

• Experience supporting network-managed equipment and critical power applications.
• Strong expertise in one or more of the following areas:
  • Electrical Distribution
  • Critical Power & Cooling Systems
  • PLC Systems
  • Transfer Systems
• Strong analytical and problem-solving skills with the ability to interpret operational data and trends.
• Proficiency in technical documentation, report writing, and computer-based diagnostic tools.
• Experience working with monitoring, alarm management, and connected services platforms.
• Experience in remote monitoring and remote technical support environments.
• Knowledge of predictive maintenance and condition-based monitoring methodologies.
• Experience in alarm management, preventive maintenance programs, and reliability improvement initiatives.
• End-to-end ticket and incident management experience, including:
  • Customer communication
• Technical troubleshooting
• Internal and cross-functional escalations
• Closure and customer satisfaction follow-up

Education & Experience

Education

• Bachelor's Degree, Associate Degree, Diploma, or equivalent technical qualification in:
  • Electrical Engineering
  • Electronics Engineering
  • Instrumentation
  • Automation
  • Related Technical Discipline

Experience

• Minimum 5 years of relevant industry experience.
• Preferred: 7-10 years of experience in:
  • Secure Power & Cooling Systems
  • Electrical Distribution Infrastructure
  • Automatic Transfer Systems
  • Connected Services or Remote Operations
  • Automation softwares

Preferred Experience

Candidates with experience in one or more of the following areas will be highly regarded:

• Operation or service management of large-scale Colocation (CoLo) Data Centers.
• Project execution and lifecycle services within critical infrastructure environments.
• Remote operations centers, network operations centers (NOC), or connected services environments.
• Reliability engineering, asset management, and condition monitoring.
• Customer-facing technical support and service delivery roles.

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page.

* Country-specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and inclusion is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. You can find out more about our Trust Charter here

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