We are looking for a technically strong and customer-focused Senior Troubleshooting Engineer to lead troubleshooting activities across Building Management Systems (BMS), Energy Management Systems (EMS), HVAC automation, and IoT infrastructure deployments.

In this role, you will be responsible for managing customer escalations, coordinating field service teams, driving root cause analysis, and ensuring service excellence through SLA-driven support. This position offers a unique opportunity to work at the intersection of industrial automation, energy efficiency, and digital building technologies.

Key Responsibilities

Manage troubleshooting and service operations for BMS, EMS, HVAC, and IoT installations.

Coordinate field engineers and effectively assign and monitor service tickets.

Own customer escalations and ensure timely resolution within defined SLAs.

Diagnose and troubleshoot controllers, gateways, VFDs, sensors, actuators, starters, and energy meters.

Conduct detailed Root Cause Analysis (RCA) and implement corrective and preventive actions.

Collaborate with software, project delivery, and OEM teams to resolve complex technical issues.

Prepare incident reports, RCA documentation, service performance reports, and customer updates.

Monitor site performance and ensure operational continuity across assigned regions.

Support commissioning, remote diagnostics, and lifecycle service activities when required.

Qualifications & Experience

Education

Bachelor's Degree in

Electrical Engineering

Electronics Engineering

Instrumentation Engineering

Mechanical Engineering

Or a related technical discipline

Experience

3-7 years of relevant experience in: Building Management Systems (BMS)

Energy Management Systems (EMS)

HVAC Automation

IoT Solutions

Technical Services or Field Operations





Technical Skills

HVAC & Building Systems

Robust understanding of HVAC systems including: AHU

FCU

Chillers

Pumps

VRF/VRV Systems

Communication Protocols & Networking

Working knowledge of: Modbus RTU/TCP

BACnet MSTP/IP

MQTT

SNMP

Ethernet Networks

Troubleshooting Expertise

Controllers (RPC/DDC)

Gateways

Variable Frequency Drives (VFDs)

Sensors & Actuators

Motor Starters

Energy Meters

Engineering & Diagnostic Tools

Electrical Panels and Control Systems

Single Line Diagrams (SLDs)

Control Schematics

Wiring Diagrams

ModScan

YABE

EcoStruxure

Building Commissioning Tools

Remote Diagnostic Platforms

Desired Competencies

Strong leadership and team coordination capabilities

Excellent customer-facing and stakeholder management skills

Structured problem-solving and analytical thinking

Effective verbal and written communication

Strong technical documentation and reporting skills

Ability to perform under pressure and manage critical escalations

Ownership mindset with a focus on customer success

Key Performance Indicators (KPIs)

✅ SLA Compliance

Ensure all service requests and incidents are resolved within contractual Service Level Agreements.

✅ First-Time Fix Rate (FTFR)

Drive high first-visit resolution and minimize repeat service interventions.

✅ Customer Satisfaction (CSAT)

Deliver superior customer experiences through responsiveness, communication, and technical excellence.

✅ Ticket Closure Rate

Maintain healthy ticket queues and ensure timely closure of service activities.

✅ Escalation Resolution Time

Reduce turnaround time for critical customer issues through effective coordination and troubleshooting.

✅ Team Productivity

Optimize resource utilization, workload balancing, and operational efficiency across field teams.

📌 Senior Engineer (Gurugram)
🏢 Schneider Electric
📍 Gurugram