Troubleshooting Engineer

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 ResponsibilitiesAdvanced BMS & EMS TroubleshootingDiagnose 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 ExpertiseTroubleshoot 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 ManagementDiagnose 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 ManagementTroubleshoot 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 SolvingConduct 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 ComplianceManage 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 SupportProvide 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 RequiredAdvanced BMS & EMS TroubleshootingHVAC Controls & Building Automation SystemsBACnet, Modbus & Communication ProtocolsNetwork Diagnostics (TCP/IP, Routers, Switches & Connectivity)Root Cause Analysis (RCA) & Problem SolvingCustomer Escalation ManagementSLA Monitoring & ComplianceMulti-Site Technical SupportRemote System MonitoringTechnical Documentation & ReportingEducational QualificationBachelor's Degree or Diploma in Electrical, Electronics, Instrumentation, Mechanical Engineering, or related discipline.Preferred ExperienceHands-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 Profile4 - 9 Years of experienceSelf-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.