ole & responsibilities

1. Position Purpose The Subject Matter Expert (SME) / Technical Support Engineer is responsible for providing advanced technical expertise and support for products (UPS, STS, PDU, APF Etc) under DCS Power and critical customer applications. The role acts as the highest technical escalation level between the Service Support team, Project teams, Engineering, Quality and R&D.;

The SME is responsible for resolving complex technical issues, leading Root Cause Analysis (RCA), defining Corrective and Preventive Actions (CAPA), developing technical standards and procedures, improving product reliability, and enhancing the technical capability of the service organization.

1. Key Roles and Responsibilities a) Advanced Technical Support & Escalation Management

- Provide Level 3 / Level 4 technical support for complex and unresolved technical issues.
- Review escalated cases after initial troubleshooting has been completed by the Service/Customer Support team.
- Analyse fault logs, event history, waveforms, measurements, configuration data, and site conditions.
- Provide remote or onsite support for critical customer incidents as and when required.
- Define troubleshooting methodology and technical recovery actions.
- Ensure technical issues are resolved within the defined escalation SLA.

b) Root Cause Analysis (RCA) & CAPA

- Lead RCA for critical, repeated, complex, or high-impact failures.
- Apply structured problem-solving methodologies such as:
- 5 Why

- Fishbone Diagram

- Fault Tree Analysis

- Pareto Analysis
- Identify the actual technical root cause rather than only addressing symptoms.
- Define and track Corrective and Preventive Actions (CAPA).
- Monitor the effectiveness of implemented corrective actions.
- Maintain an RCA database and share learnings across the organization.

a) Technical Standards, Procedures & ECN Implementation

- Develop and maintain:
- Technical notes and Service bulletin

- Troubleshooting guides

- SOPs and MOPs
- Service procedures and Maintenance guidelines

- Inspection and testing criteria
- Review and support implementation of Engineering Change Notices (ECNs).
- Ensure technical changes are communicated to relevant Service, Project, Quality, and Engineering teams.
- Validate the effectiveness of technical changes after implementation.
- Maintain version control of technical documents and procedures.

b)



Product Reliability & Continuous Improvement

- Analyse recurring field failures and identify failure trends.
- Work with R&D;, Quality, Manufacturing, and OEM/suppliers to improve product reliability.
- Recommend improvements for design, firmware, hardware, process, services etc.
- Develop lessons learned from field incidents.
- Monitor repeat failures after implementation of corrective actions.
- Support reliability improvement initiatives based on field data.

c) Training & Technical Capability Development

- Conduct technical training for Customer Support Engineers and Service Engineers.
- Develop training material, troubleshooting manuals, and technical knowledge documents.
- Assess training effectiveness through tests, field performance, and reduction in repeat escalations.
- Identify competency gaps within the service organization.
- Mentor engineers in advanced troubleshooting and RCA methodologies.

a) Project & Critical Installation Support

- Provide technical support during critical installations, commissioning, and system integration.
- Review system configuration and technical compliance.
- Support complex customer requirements and application-specific issues.
- Participate in technical risk assessment before commissioning of critical systems.
- Provide technical recommendations for system reliability and availability improvement.

b) Audit & Technical Review

- Conduct technical audits of critical installations and service activities.
- Verify configuration, installation quality, maintenance practices, and compliance with technical standards.
- Identify technical gaps and improvement opportunities.
- Prepare audit observations and recommend corrective actions.
- Track closure of critical audit findings.

c) Spares Management & Field Reliability Support

- Define and periodically review Minimum Stock Level (MSL) requirements.
- Analyse field failure rates, consumption trends, installed base, and procurement lead time.
- Identify critical and fast-moving spare parts.




- Recommend changes to MSL based on actual field data.
- Support prevention of critical spare shortages affecting customer uptime.

d) Knowledge Management

- Develop and maintain a centralized technical knowledge base.
- Document known issues, troubleshooting methods, solutions, and lessons learned.
- Ensure important technical learnings are communicated across all relevant teams.
- Reduce dependency on individual technical experts through standardization and knowledge transfer.

KPI

Measurement

RCA Closure

% of RCA closed within defined TAT

CAPA Effectiveness

% of CAPA completed without repeat failure

Escalation Resolution

% of technical escalations resolved within SLA

Repeat Failure Reduction

Reduction in recurrence of identified issues

Training Effectiveness

Improvement in engineer competency and post-training assessment

ECN Implementation

% of applicable ECNs implemented within target timeline

Key Customers Project Support

Handles high-level issues escalated by CS teams/management.

MSL Accuracy

Reduction in critical spare stock-out incidents

Knowledge Base Contribution

Number of validated technical solutions and lessons learned documented

1. Skills and Competencies

Essential Qualification:

B.E. / B.Tech or equivalent or higher qualification in:

- EE, EEE, EXTC Or other equivalent relevant engineering disciplines

Technical Skills

- Strong product and system-level technical knowledge.
- Advanced troubleshooting and fault diagnosis.
- Root Cause Analysis and CAPA methodology.
- Understanding of electrical and electronic systems.
- Ability to analyze logs, trends, measurements, and failure data.
- Knowledge of applicable technical standards and compliance requirements.
- Ability to understand system architecture and interaction between subsystems.

Behavioural Skills

- Strong analytical and problem-solving capability.
- Ability to communicate complex technical issues clearly.
- Leadership without direct authority.
- Decision-making under critical situations.
- Technical documentation and report-writing skills.
- Training and mentoring capability.
- Cross-functional coordination.

Communication Skills

- Strong verbal and written communication skills.
- Ability to explain complex technical issues in a transparent and understandable manner to both technical and non-technical stakeholders.

📌 Subject Matter Expert (Hyderabad)
🏢 delta
📍 Hyderabad