Troubleshooting Engineer

Job description

The Troubleshooting Engineer will be responsible for providing advanced technical support for Building Management Systems (BMS), Energy Management Systems (EMS), and HVAC automation solutions across multiple customer sites. The role focuses on diagnosing complex system issues, ensuring high system availability, managing customer escalations, conducting root cause analysis, and delivering timely resolutions in compliance with service level commitments. Key Responsibilities Advanced BMS & EMS Troubleshooting • Diagnose and resolve complex faults in BMS and EMS platforms. • Analyze system alarms, trends, controller behavior, and field device performance. • Restore system functionality through effective troubleshooting and corrective actions. • Provide technical expertise for critical and recurring issues. HVAC Controls & Building Automation Expertise • Troubleshoot HVAC control systems including Chillers, AHUs, FCUs, VAVs, Pumps, and Ventilation Systems. • Verify control logic, sequences of operation, and system integration. • Recommend performance improvements and optimization opportunities. BACnet, Modbus & Communication Protocol Management • Diagnose and resolve communication issues related to BACnet, Modbus, TCP/IP, and other building automation protocols. • Validate controller communications and network architecture. • Support integration between BMS, EMS, third-party equipment, and supervisory systems. Network Diagnostics & Connectivity Management • Troubleshoot network issues involving TCP/IP, routers, switches, gateways, and remote access infrastructure. • Coordinate with customer IT teams for network-related problem resolution. • Ensure stable and secure communication between field devices and central systems. Root Cause Analysis (RCA) & Problem Solving • Conduct detailed RCA for major incidents and recurring failures. • Develop and implement corrective and preventive actions. • Maintain comprehensive documentation of findings and resolutions. Customer Escalation Management & SLA Compliance • Manage critical customer escalations and ensure timely closure. • Prioritize service requests based on business impact and urgency. • Monitor and achieve service performance metrics and SLA requirements. • Maintain strong customer relationships through proactive communication. Multi-Site Operations & Remote Technical Support • Provide remote and onsite troubleshooting support across multiple customer locations. • Support service teams in resolving complex technical issues. • Collaborate with project, commissioning, and service teams to ensure seamless customer support. Key Skills Required • Advanced BMS & EMS Troubleshooting • HVAC Controls & Building Automation Systems • BACnet, Modbus & Communication Protocols • Network Diagnostics (TCP/IP, Routers, Switches & Connectivity) • Root Cause Analysis (RCA) & Problem Solving • Customer Escalation Management • SLA Monitoring & Compliance • Multi-Site Technical Support • Remote System Monitoring • Technical Documentation & Reporting Educational Qualification • Bachelor's Degree or Diploma in Electrical, Electronics, Instrumentation, Mechanical Engineering, or related discipline. Preferred Experience • Hands-on experience with Schneider Electric EcoStruxure Building Operation (EBO), Continuum, or similar BMS platforms. • Experience in troubleshooting mission-critical facilities such as Data Centers, Commercial Buildings, Healthcare, Industrial, and Infrastructure projects. • Understanding of HVAC systems, building automation architecture, and energy management solutions. • Strong analytical, communication, and customer-facing skills. Desired Candidate Profile • 4 - 9 Years of experience • Self-driven troubleshooting professional with strong diagnostic capabilities. • Able to independently handle customer issues and drive resolutions. • Comfortable working in a fast-paced service environment with multiple stakeholders. • Willing to travel for critical site support when required.