Technical Support Expert Power Management System
- Bangalore, Karnataka
- Permanent
- Full-time
- Provide expert technical support and guidance on Power Management Systems (PME/EPO) and energy efficiency to Service Representatives, CSH, and customers.
- Diagnose and resolve complex technical issues related to:
- PMS software and associated server/client environments, including installation, configuration, and upgrade challenges.
- Power devices such as power meters, gateways, and other connected equipment.
- Electrical assets like Power Factor Correction (PFC) units and active filters.
- Network connectivity issues impacting PMS functionality.
- Conduct remote troubleshooting and provide on-site support when necessary.
- Analyze system data, logs, and configurations to identify root causes of failures and performance issues within PMS.
- Provide clear, concise technical guidance and recommendations to resolve customer issues effectively.
- Apply in-depth knowledge of power quality phenomena including Power Factor, Voltage Dips, Sags, Swells, and harmonics to troubleshoot and resolve related issues.
- Lead technical activities related to service execution for PMS solutions, ensuring adherence to best practices and high-quality standards.
- Contribute to the implementation and optimization of PMS solutions at customer sites.
- Develop and implement procedures for improving overall service quality and efficiency within the PMS domain.
- Participate in the development and testing of new service tools and technologies relevant to PMS.
- Contribute to the creation and maintenance of essential technical documentation, including instruction sheets, guides, and troubleshooting procedures specific to PME/EPO.
- Develop and maintain comprehensive knowledge content within service representative tools, including troubleshooting guides, FAQs, and technical bulletins specific to PME/EPO and related components.
- Ensure all knowledge content is accurate, up-to-date, and easily accessible to global service teams.
- Create and deliver technical training materials for Level 2 support teams, field service technicians, and partners on PME/EPO and associated technologies.
- Contribute to the ongoing development of knowledge management strategies and initiatives.
- Collaborate and engage with a network of technical specialists to facilitate knowledge sharing and expertise exchange related to Power Management Systems.
- Participate in meetings, workshops, and training sessions to disseminate technical information and best practices within the expert community.
- Foster a culture of continuous learning and technical excellence.
- Engage directly with customers, service representatives, and partners for complex technical issue resolution when required.
- Provide direct technical support to customers as needed, ensuring a high level of customer satisfaction.
- Communicate effectively with country teams to understand their needs and provide timely updates on issue resolution.
- Maintain accurate records and dashboards of customer interactions and technical support activities.
- Proactively identify and address potential customer issues to prevent future problems.
- Bachelor's degree in Electrical Engineering, Computer Science, or a related technical field.
- Minimum of 5+ years of experience in technical support, field service, or application engineering related to Power Management Systems.
- Extensive knowledge and practical experience with Power Management Systems, specifically EcoStruxure Power Monitoring Expert (PME) and/or EcoStruxure Power Operation (EPO).
- Strong understanding of power quality concepts (e.g., Power Factor, Voltage Dips, Sags, Swells, Harmonics).
- Proficiency in IT network fundamentals (TCP/IP, switches, routing).
- Experience with IT systems, including Windows operating systems and SQL databases.
- Knowledge of time synchronization methods relevant to industrial systems.
- Strong understanding and experience with industrial communication protocols:
- Modbus networks and Modbus protocol (RTU/TCP).
- ION protocol.
- Knowledge of IEC61850 and DNP3 is a significant plus.
- Familiarity with Modbus gateways and their configuration.
- Experience with various power meters, including high-end metering devices.
- Strong troubleshooting and problem-solving skills with a rigorous and problem-solving oriented mindset.
- Excellent communication, interpersonal, and presentation skills.
- Ability to work both independently and as a collaborative team member.
- Proficiency in using technical documentation and diagnostic tools.
- Experience with CRM systems.
- Ability to travel to customer sites as needed.
- Experience in conducting technical training and presentations.
- On-site experience as an Application Engineer or similar role is highly appreciated.
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