Generalist Service Representative I

Responsibilities

• System Troubleshooting Technical Support Troubleshoot, maintain, and support Schneider EcoStruxure Power Operation (SCADA) and Local HMI systems, including alarms, trends, graphics, reports, and routine system maintenance. Diagnose and resolve hardware and software issues related to Schneider PLCs (M580 - Control Expert and M241 - Machine Expert). Support and maintain Power Monitoring Expert (PME) systems for energy monitoring, power quality analysis, dashboard creation, and reporting. Perform commissioning activities, logic development, graphics implementation, point creation, trend configuration, and customized report generation. Troubleshoot and maintain field instrumentation, including flow meters, BTU meters, temperature sensors, pressure sensors, actuators, and associated control systems. Support and troubleshoot EcoStruxure Building Operation (EBO) platforms and integrated security systems such as ACS, CCTV, Fire Alarm Systems (FAS), VESDA, Gas Suppression, and Public Address Systems (PAS). Perform third-party system integrations and communication troubleshooting using protocols such as Modbus, BACnet, OPC, MQTT, and SNMP. Utilize diagnostic tools such as Modscan and YABE for communication testing and validation.
• Building Utility System Knowledge Demonstrate understanding of Chiller Plant Management (CPM) systems, including sequencing and operational logic. Support and troubleshoot HSD yard operations, pump sequencing systems, Thermal Storage Tanks (TST), and Plate Heat Exchangers (PHEX).
• Preventive Maintenance Customer Support Manage customer complaints effectively and provide timely resolution in line with service level agreements (SLA s). Perform preventive maintenance activities, system upgrades, health checks, and performance optimization to ensure reliable operations. Conduct root cause analysis and recommend corrective and preventive actions for recurring issues.
• Project Execution Execute retrofit, migration, and upgrade projects related to SCADA, PLC, EMS, and BMS systems. Coordinate with internal and customer teams to ensure successful project delivery. Apply basic project management principles for planning, execution, and closure of assigned projects.
• Customer Relationship Management Build and maintain strong relationships with customers through regular engagement and technical support. Address customer concerns proactively and ensure service delivery meets agreed performance standards. Conduct monthly and quarterly review meetings to discuss system performance, service improvements, and business opportunities.
• Business Development Identify and generate opportunities for Annual Maintenance Contracts (AMC), upgrades, retrofits, and third-party service business from the existing customer base. Support service sales initiatives through technical recommendations and customer engagement.
• Documentation Compliance Prepare and maintain technical documentation, including: Standard Operating Procedures (SOP) Method of Procedure (MOP/WMS) Root Cause Analysis (RCA) Risk Assessments Service Reports Maintenance Records Ensure compliance with customer site requirements and safety standards.
• Technical Competency Possess a working knowledge of: PC and server hardware; Windows operating systems; SQL and PostgreSQL databases; Industrial networking and communication systems; Diploma or Bachelor's Degree in Electrical Engineering, Electronics Engineering, Instrumentation Engineering, Automation Engineering, or related disciplines.

Qualifications

• Diploma or Bachelor's Degree in Electrical Engineering, Electronics Engineering, Instrumentation Engineering, Automation Engineering, or related disciplines.
• 4 to 5 years of hands-on experience in troubleshooting, commissioning, and logic development for SCADA, PLC, EMS, and Building Management Systems (BMS).
• Experience with Schneider Electric solutions such as: EcoStruxure Power Operation (EPO), EcoStruxure Building Operation (EBO), Power Monitoring Expert (PME), M580 PLC (Control Expert), M241 PLC (Machine Expert).

Skills and Competencies

• Experience working with data center customers and critical infrastructure environments.
• Strong understanding of industrial communication protocols, networking, and system integration.
• Ability to handle escalated customer issues and technical complaints effectively.
• Exposure to AMC management, service sales, and business development activities.
• Knowledge of chiller plant operations, utility systems, and building automation technologies.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving capabilities.
• Customer-centric mindset with a focus on service excellence.
• Ability to work independently as well as collaboratively in a team environment.
• Strong documentation and reporting skills.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.