Deputy manager /Manager Primary Technical Support (BMS)

Job Description

*Job Description for Primary Technical Support Engineer (Building Management System)Key Responsibilities:

• Responsible to resolve, close and escalate customer s technical queries by providing technical support in pre-sales (product selection, document requests, application information) and post-sales (product installation, troubleshooting, technical characteristics, technical complaints) support.

to customers on all available channels (ex: phone, email, chat, web) and prioritizing customer s support needs.

• Resolve technical requests from customer on product and solutions effectively within fixed timeframe.
• Handling customer technical queries and maintaining records related Trouble shooting in BMS and Security systems, BMS System and do the necessary follow ups with stake holders to close the complaints. Maintaining necessary records or reports.
• Understand, evaluate, and reproduce received technical questions, determine the causes, and convey the solution to reported problem.
• Creating and managing knowledgebase based on validated solutions.
• Prepare and provide technical trainings to internal and external stakeholders.
• Take ownership and ensure the customer is satisfied before closing any request.
• Assure a proper resolution for queries related to product replacement, on-site intervention, technical complaints, and product quality returns.
• Detect opportunities to serve the customer while addressing customer support requests.
• Coordinate with relevant Quotation, Sales or Marketing contacts for special prices.

Qualification & Core Competencies:

• Diploma/Bachelor s degree in Electrical/Electronic/Instrumentation Engineering.
• Minimum 5-8 years hands-on experience of Installation, Service, and commissioning on Building Management Systems.
• Instrumental in resolving customer technical issues related to EcoStruxure Building Operation, Struxureware Building Operation, Security Expert, Andover Continuum, TAC Vista, Power Monitoring Expert, Communication Gateways (ComX510, Link150, ION setup), Metering product communication remotely.
• Sound knowledge of building management system protocols like BACnet, LonWorks, EWS, Modbus, OPC, Modbus TCP/IP RIO, CAN Open, Profibus, Ethernet/IP and Client Server Architecture
• Supporting with product installation and solving the issues on BMS Servers, EBO, Smart X Server/ Controller, HAVC sensors, Access Control system.
• Providing customer support for internal/external to diagnose reported issues/bugs on
• Knowledge of DDC programming in different programming platforms like FBD, Script and ladder diagram programming.
• Knowledge of the theoretical / practical aspects of building automation regulations and codes relating to air conditioning and management of air, water plants etc. across different geographies.
• Exposure to HVAC domain systems and applications like Air Handling Units, Chiller/Boiler Systems, Variable Air Volume Boxes etc. and ability to engineer a turnkey solution around them.
• Ability to read & understand the schematics, system network architecture, BOM, panel layout, interlock wiring, interconnection and wiring diagrams etc.
• Well familiar with latest trends in the BMS market. Ability to recommend superior solutions/ alternatives to the stakeholders
• Basic Knowledge of Variable Speed Drive, Soft Starters, Servo Drives, Motors, PLC s, HMI, Encoders, SCADA, Relays, Timers, Metering and sensors.
• Basis knowledge of MS-office.
• Excellent communication skills (Oral & Written) and ability to interact with global customers.
• Excellent problem solving and data analytical approach.
• Excellent team player.

, *

• Diploma/Bachelor s degree in Electrical/Electronic/Instrumentation Engineering.
• Minimum 5-8 years hands-on experience of Installation, Service, and commissioning on Building Management Systems.

Keyskills :
miscustomer servicedocumentationfinanceinsurancebuilding management systembms systemservo drivesclient serveraccess controlproblem solvingproduct qualitywiring diagramsair conditioning