Generalist Service Representative 1

1. 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.

2. 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).

3. Preventive Maintenance & Customer Support

• Manage customer complaints effectively and provide timely resolution in line with service level agreements (SLAs).
• 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

Experience

• 4 to 5 years of hands-on experience in troubleshooting, commissioning, and logic development for SCADA, PLC, Energy Management Systems (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)

Preferred Skills

• 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.

Soft Skills

• 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.