Generalist Service Representative I

1.

System Troubleshooting & Technical Support


* Troubleshoot, maintain, and support Schneider EcoStruxure Power Operation (SCADA) and Local HMI systems, including alarms, trends, graphics, reports, and routine system maintenance.


* Diagnose and resolve hardware and software issues related to Schneider PLCs (M580 - Control Expert and M241 - Machine Expert).


* Support and maintain Power Monitoring Expert (PME) systems for energy monitoring, power quality analysis, dashboard creation, and reporting.


* Perform commissioning activities, logic development, graphics implementation, point creation, trend configuration, and customized report generation.


* Troubleshoot and maintain field instrumentation, including flow meters, BTU meters, temperature sensors, pressure sensors, actuators, and associated control systems.


* Support and troubleshoot EcoStruxure Building Operation (EBO) platforms and integrated security systems such as ACS, CCTV, Fire Alarm Systems (FAS), VESDA, Gas Suppression, and Public Address Systems (PAS).


* Perform third-party system integrations and communication troubleshooting using protocols such as Modbus, BACnet, OPC, MQTT, and SNMP.


* Utilize diagnostic tools such as Modscan and YABE for communication testing and validation.

2.

Building & Utility System Knowledge


* Demonstrate understanding of Chiller Plant Management (CPM) systems, including sequencing and operational logic.


* Support and troubleshoot HSD yard operations, pump sequencing systems, Thermal Storage Tanks (TST), and Plate Heat Exchangers (PHEX).

3.

Preventive Maintenance & Customer Support


* Manage customer complaints effectively and provide timely resolution in line with service level agreements (SLAs).


* Perform preventive maintenance activities, system upgrades, health checks, and performance optimization to ensure reliable operations.


* Conduct root cause analysis and recommend corrective and preventive actions for recurring issues.

4.

Project Execution


* Execute retrofit, migration, and upgrade projects related to SCADA, PLC, EMS, and BMS systems.


* Coordinate with internal and customer teams to ensure successful project delivery.


* Apply basic project management principles for planning, execution, and closure of assigned projects.

5.

Customer Relationship Management


* Build and maintain strong relationships with customers through regular engagement and technical support.


* Address customer concerns proactively and ensure service delivery meets agreed performance standards.


* Conduct monthly and quarterly review meetings to discuss system performance, service improvements, and business opportunities.

6.

Business Development


* Identify and generate opportunities for Annual Maintenance Contracts (AMC), upgrades, retrofits, and third-party service business from the existing customer base.


* Support service sales initiatives through technical recommendati...