Primary Technical Engineer- Manager

Provide accurate, timely, and customer-centric technical support for Secure Power products (APC/Luminous UPS and battery systems).

Ensure first-time resolution using standard troubleshooting guides, knowledge articles, and documentation to improve customer satisfaction.


* Handle incoming voice calls, emails, and chats from domestic customers.


* Perform L1 troubleshooting for UPS, battery, alarms, installation, and configuration issues.


* Use FAQs, knowledgebase articles, and product manuals to resolve customer issues.


* Register complaints accurately in Salesforce (bFS CRM).


* Escalate unresolved issues to L2 with proper case notes and logs.


* Coordinate with internal teams such as FSE and planning teams for closure.


* Contribute to knowledgebase improvements.


* Participate in training sessions to maintain product competency.


* Bachelor's in Electrical/Electronics Engineering (preferred).


* Basic understanding of wiring, battery connections, and UPS fundamentals.


* Familiarity with tools such as PCNS, EcoStruxure, and DCE (advantage).


* Basic understanding of communication protocols (Modbus TCP/IP, Ethernet/IP).


* Strong communication skills.


* Customer-first mindset.


* Problem-solving skills.


* Attention to detail.


* Team collaboration and flexibility with shifts.


* Minium 5-8 years of technical support or service experience preferred.

Freshers with strong electrical fundamentals may also apply.

Provide accurate, timely, and customer-centric technical support for Secure Power products (APC/Luminous UPS and battery systems).

Ensure first-time resolution using standard troubleshooting guides, knowledge articles, and documentation to improve customer satisfaction.


* Handle incoming voice calls, emails, and chats from domestic customers.


* Perform L1 troubleshooting for UPS, battery, alarms, installation, and configuration issues.


* Use FAQs, knowledgebase articles, and product manuals to resolve customer issues.


* Register complaints accurately in Salesforce (bFS CRM).


* Escalate unresolved issues to L2 with proper case notes and logs.


* Coordinate with internal teams such as FSE and planning teams for closure.


* Contribute to knowledgebase improvements.


* Participate in training sessions to maintain product competency.


* Bachelor's in Electrical/Electronics Engineering (preferred).


* Basic understanding of wiring, battery connections, and UPS fundamentals.


* Familiarity with tools such as PCNS, EcoStruxure, and DCE (advantage).


* Basic understanding of communication protocols (Modbus TCP/IP, Ethernet/IP).


* Strong communication skills.


* Customer-first mindset.


* Problem-solving skills.


* Attention to detail.


* Team collaboration and flexibility with shifts.


* Minium 5-8 years of technical support or service experience preferred.

Freshers with strong electrical funda...