Specialist Service Representative II - Remote Support - Data Centre

Job description

The Services organization is expanding its Digital Services execution capabilities to support Schneider Electric's digitization strategy and enhance customer value through connected technologies. The Connected Services Hub (CSH) is a key pillar of this transformation, enabling proactive monitoring, analytics-driven insights, and remote support for customers' connected infrastructure. As a Connected Services Technical Expert, you will combine deep technical expertise with a customer-centric mindset to monitor, analyze, and improve the performance, reliability, and availability of customers' connected electrical and critical infrastructure systems. You will play a vital role in delivering predictive and condition-based maintenance services while supporting strategic customers across Schneider Electric's digital ecosystem. https://schneiderelectric-my.sharepoint.com/personal/sesa146307\\_se\\_com/\\_layouts/15/Doc.aspx?sourcedoc={B614EB2A-54D9-4109-8197-35E0268618E5}&file=Connected Services Technical Expert Job Description\\_0920.docx&action=default&mobileredirect=true Key Responsibilities Customer Success & Technical Support • Deliver premium ("white-glove") remote support services to Schneider Electric's strategic digitally connected customers. • Provide technical expertise in one or more of the following domains: • Electrical Distribution Systems • Critical Power & Cooling Infrastructure • Automatic Transfer Systems • Data Centre management Software • Support field service engineers with technical troubleshooting, diagnostics, and operational issue resolution. • Provide remote customer assistance through phone, email, chat, and other digital channels. • Serve as a technical escalation point for customer and platform-related incidents. Monitoring, Analytics & Reliability Services • Monitor the health and performance of customer assets using connected services platforms. • Perform predictive and condition-based analysis to identify potential issues and recommend corrective actions. • Extract, analyze, and interpret data from digital monitoring systems and advanced analytics tools. • Validate condition-based maintenance analytics and support continuous improvement of alert effectiveness. • Assist in generating technical reports, health assessments, and customer recommendations. • Provide actionable insights that improve system reliability, performance, and operational continuity. Operational Excellence • Maintain and enhance alarm playbooks to improve technical accuracy, response effectiveness, and service efficiency. • Track, manage, and drive resolution of open incidents and technical concerns. • Conduct root cause analysis and recommend preventive measures to reduce repeat incidents. • Support continuous improvement initiatives within the Connected Services Hub. • Mentor team members and share technical knowledge and best practices. Work Environment • This is primarily a remote support role involving: • Alarm monitoring • Remote diagnostics and troubleshooting • Solution recommendation • Coordination and dispatch of field service personnel • Support is provided for mission-critical customer environments operating 24x7x365. • The role requires participation in a rotating shift schedule, including night shifts, weekends, and holidays as required. • Standard work schedule remains five working days per week. • Position location: Bengaluru, India. Work from office setup. Why Join the Connected Services Hub? Join a highly visible organization at the forefront of Schneider Electric's Industrial Internet of Things (IIoT) and Digital Services transformation. This role offers an opportunity to leverage advanced analytics, connected technologies, and technical expertise to proactively improve customer operations while helping shape the future of digital service delivery. Required Qualifications Professional Competencies The successful candidate will demonstrate: • Strong customer service orientation with a customer-first mindset. • Excellent crisis management and stakeholder communication skills. • Strong verbal and written communication abilities. • Ability to influence stakeholders and drive collaborative problem solving. • Strong organizational and time-management skills while handling multiple priorities. • High attention to detail and commitment to quality. • Curiosity and continuous learning mindset with enthusiasm for emerging technologies and digital services. Technical Skills & Knowledge Mandatory • Experience supporting network-managed equipment and critical power applications. • Strong expertise in one or more of the following areas: • Electrical Distribution • Critical Power & Cooling Systems • PLC Systems • Transfer Systems • Strong analytical and problem-solving skills with the ability to interpret operational data and trends. • Proficiency in technical documentation, report writing, and computer-based diagnostic tools. • Experience working with monitoring, alarm management, and connected services platforms. • Experience in remote monitoring and remote technical support environments. • Knowledge of predictive maintenance and condition-based monitoring methodologies. • Experience in alarm management, preventive maintenance programs, and reliability improvement initiatives. • End-to-end ticket and incident management experience, including: • Customer communication • Technical troubleshooting • Internal and cross-functional escalations • Closure and customer satisfaction follow-up Education & Experience Education • Bachelor's Degree, Associate Degree, Diploma, or equivalent technical qualification in: • Electrical Engineering • Electronics Engineering • Instrumentation • Automation • Related Technical Discipline Experience • Minimum 5 years of relevant industry experience. • Preferred: 7-10 years of experience in: • Secure Power & Cooling Systems • Electrical Distribution Infrastructure -