Troubleshooting Engineer (zenatix by Schneider electric)

Schneider Electric Corp; Ahmedabad, Gurugram District; On-site; INR 400,000 - 650,000; Full time

Job summary

Schneider Electric Corp in Ahmedabad, India, is seeking a Troubleshooting Engineer to coordinate technical troubleshooting and resolution of BMS, EMS, HVAC controls and IoT solutions. The role involves managing service tickets, monitoring SLAs, coordinating field engineers and communicating with customers.

The position requires a Diploma/Bachelor's in Electrical/Electronics/Instrumentation/Mechanical engineering and knowledge of Modbus/BACnet protocols.

Qualifications

• Diploma or Bachelor's degree in Electrical, Electronics, Instrumentation, Mechanical or related engineering.
• 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.
• Experience in service coordination, ticket management, SLA monitoring and customer escalation management.
• Good communication, stakeholder management and problem-solving skills.

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, 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

Ticket management

SLA monitoring

Customer escalation

Stakeholder management

Troubleshooting

Root Cause Analysis

Fault diagnosis

Education

Electrical/Electronics/Instrumentation/Mechanical engineering

Job description

Job Description Troubleshooting Engineer

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.