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.
- Valuable 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.

Role: Engineering - Other, Industry Type: Industrial Automation, Department: Production, Manufacturing & Engineering, Employment Type: Full Time, Permanent Role Category: Engineering Education UG: B.Tech / B.E. in Any Specialization read more

Key Skills Skills highlighted with ‘‘ are preferred keyskills BMSVFDSSensors HVAC

📌 Sr Troubleshooting Coordinator (zenatix by Schneider electric) (Gurugram)
🏢 Schneider Electric
📍 Gurugram