Cooling – Customer Satisfaction and Quality DGM

Seeking an experienced Advanced Technical Support Engineer for its Secure Power Cooling
portfolio in Greater India.
This role is critical in delivering high-quality technical expertise across the customer lifecycle-
pre-sales, project execution, and post-sales support.

Act as a trusted advisor, enabling
customers to maximize the value of Schneider Electric cooling solutions while ensuring timely,
reliable, and effective issue resolution.
Key Responsibilities
• Provide end-to-end technical support for Cooling products, including:
o Pre-sales support (product selection, application engineering, solution
guidance)
o Project phase support (installation guidance, quality audits, troubleshooting)
o Post-sales support (commissioning, diagnostics, performance optimization,
complaint resolution)
• Drive timely resolution of technical issues within defined SLAs, ensuring high customer
satisfaction.
• Liaison with experts for Analysing, replicating, and troubleshooting the complex field
issues through lab validation to identify root causes and deliver validated solutions.
• Collaborate closely with cross-functional teams including R&D, LoB, Manufacturing
Quality/L3, and Field Services to resolve critical issues.
• Develop and maintain a centralized knowledge base by documenting validated
solutions, learnings, and best practices.
• Conduct technical trainings and knowledge-sharing sessions for internal teams,
partners, and customers.
• Lead or support onsite interventions for critical and escalated customer issues.
Core Competencies & Qualifications
Education & Experience
• Bachelor's Degree in Electrical / Electronics / Instrumentation Engineering & MBA
preferred
• Minimum 10+ years of hands-on experience in:
o Installation, commissioning, and servicing of Cooling Products
o Relevant domains: Water/Air-Cooled Chillers, Precision Cooling (PAC/PAHU),
Cooling Distribution Units (CDU)
General
Technical Expertise
• Strong understanding of HVAC and cooling system components, including:
o Compressors, condensers, evaporators, coils
o Valves, transducers, HP/LP switches, and control systems
• Knowledge of industrial communication protocols:
o Modbus TCP/IP, Modbus RTU
o Ethernet/IP, Profibus, CANopen
• Ability to interpret system schematics, P&ID diagrams, and control logic
• Exposure to Schneider Electric cooling solutions and architecture is a strong advantage
Behavioural & Functional Skills
• Strong problem-solving mindset with analytical and diagnostic skills
• Excellent communication and stakeholder management (customer-facing and cross
functional)
• Ability to perform under pressure and handle critical escalations effectively
• Proven ability to work as a collaborative team player
• Customer-centric approach with focus on quality and responsiveness
What Success Looks Like in This Role?
• High first-time resolution rate for complex issues
• Strong customer satisfaction and trust-building
• Effective collaboration wi...