Sr Troubleshooting Coordinator (zenatix by Schneider electric)

Schneider Electric Corp; Gurugram District; On-site; INR 500,000 - 900,000; Full time

Job summary

Schneider Electric Corp in Gurugram, India is seeking a Sr Troubleshooting Coordinator to coordinate technical troubleshooting for BMS/EMS, HVAC controls and IoT solutions. You will manage service tickets, monitor SLAs and coordinate field engineers to ensure timely resolution.

Collaborating with engineering, commissioning and service teams, you will document activities, update stakeholders and drive continuous improvement in service delivery and customer satisfaction.

Qualifications

• Diploma or Bachelor's in Electrical, Electronics, Instrumentation, Mechanical or related engineering field.
• Exposure to BMS, EMS, HVAC controls, Building Automation or IoT-based solutions.
• Understanding of controllers, gateways, VFDs, sensors, actuators and energy meters.
• Basic knowledge of Modbus and BACnet communication protocols.
• Understanding of electrical controls, HVAC systems and BMS architecture.
• Experience in service coordination, ticket management, SLA monitoring and customer escalation management.
• Good communication, stakeholder management and problem-solving skills.
• Basic understanding of fault diagnosis, troubleshooting and Root Cause Analysis (RCA).

Responsibilities

• Own and monitor service requests, technical tickets and issue resolution within defined SLAs.
• Coordinate with field service engineers, technical teams and stakeholders for troubleshooting and resolution of BMS/EMS-related issues.
• Track open tickets, monitor resolution timelines and ensure timely closure of service requests.
• Handle customer escalations, provide regular updates and ensure effective communication throughout the resolution process.
• Understand technical issues related to BMS controllers, gateways, VFDs, motor starters, sensors and energy meters.
• Coordinate troubleshooting of communication and connectivity issues involving Modbus and BACnet protocols.
• Support initial fault identification, technical issue analysis and root cause analysis (RCA).
• Review technical reports, identify recurring issues and follow up on corrective and preventive actions.
• Ensure proper documentation of service activities, troubleshooting reports and ticket closure details.
• Collaborate with engineering, commissioning, installation and service teams to improve service delivery and customer satisfaction.]

Skills

Communication

Stakeholder management

Problem solving

Education

Diploma / Bachelor's degree in Electrical, Electronics, Instrumentation, Mechanical or related engineering

Tools

Ticketing systems

Service management tools

SLA dashboards

Job description

Job Description Sr Troubleshooting Coordinator

Role Purpose

Responsible for coordinating technical troubleshooting and resolution of issues related to Building Management Systems (BMS), Energy Management Systems (EMS), HVAC controls and IoT-based solutions. The role involves managing service tickets, monitoring SLAs, coordinating field engineers, handling customer escalations and ensuring timely resolution of technical issues.

Key Responsibilities

• Own and monitor service requests, technical tickets and issue resolution within defined SLAs.
• Coordinate with field service engineers, technical teams and stakeholders for troubleshooting and resolution of BMS/EMS-related issues.
• Track open tickets, monitor resolution timelines and ensure timely closure of service requests.
• Handle customer escalations, provide regular updates and ensure effective communication throughout the resolution process.
• Understand technical issues related to BMS controllers, gateways, VFDs, motor starters, sensors and energy meters.
• Coordinate troubleshooting of communication and connectivity issues involving Modbus and BACnet protocols.
• Support initial fault identification, technical issue analysis and root cause analysis (RCA).
• Review technical reports, identify recurring issues and follow up on corrective and preventive actions.
• Ensure proper documentation of service activities, troubleshooting reports and ticket closure details.
• Collaborate with engineering, commissioning, installation and service teams to improve service delivery and customer satisfaction.

Mandatory Skills & Qualifications

• Diploma / Bachelor's degree in Electrical, Electronics, Instrumentation, Mechanical or related engineering discipline.
• Exposure to BMS, EMS, HVAC controls, Building Automation or IoT-based solutions.
• Understanding of controllers, gateways, VFDs, sensors, actuators and energy meters.
• Basic knowledge of Modbus and BACnet communication protocols.
• Understanding of electrical controls, HVAC systems and BMS architecture.
• Experience in service coordination, ticket management, SLA monitoring and customer escalation management.
• Good communication, stakeholder management and problem-solving skills.
• Basic understanding of fault diagnosis, troubleshooting and Root Cause Analysis (RCA).

Preferred Experience

• Experience in BMS/EMS service operations, technical support or field service coordination.
• Exposure to OEMs such as Schneider Electric, Siemens, Honeywell, Johnson Controls or equivalent.
• Experience coordinating field engineers and managing customer-facing technical issues.
• Familiarity with ticketing systems, service management tools and SLA dashboards.