Specialist Service Representative II - Remote Support - Data Centre

The Services organization is expanding its Digital Services execution capabilities to support Schneider Electric's digitization strategy and enhance customer value through connected technologies. The Connected Services Hub (CSH) is a key pillar of this transformation, enabling proactive monitoring, analytics-driven insights, and remote support for customers' connected infrastructure. As a Connected Services Technical Expert, you will combine deep technical expertise with a customer-centric mindset to monitor, analyze, and improve the performance, reliability, and availability of customers' connected electrical and critical infrastructure systems. You will play a vital role in delivering predictive and condition-based maintenance services while supporting strategic customers across Schneider Electric's digital ecosystem.

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Key Responsibilities

Customer Success & Technical Support

• Deliver premium ("white-glove") remote support services to Schneider Electric's strategic digitally connected customers.

• Provide technical expertise in one or more of the following domains:

  • Electrical Distribution Systems
  • Critical Power & Cooling Infrastructure
  • Automatic Transfer Systems
  • Data Centre management Software

• Support field service engineers with technical troubleshooting, diagnostics, and operational issue resolution.

• Provide remote customer assistance through phone, email, chat, and other digital channels.

• Serve as a technical escalation point for customer and platform-related incidents.

Monitoring, Analytics & Reliability Services

• Monitor the health and performance of customer assets using connected services platforms.

• Perform predictive and condition-based analysis to identify potential issues and recommend corrective actions.

• Extract, analyze, and interpret data from digital monitoring systems and advanced analytics tools.

• Validate condition-based maintenance analytics and support continuous improvement of alert effectiveness.

• Assist in generating technical reports, health assessments, and customer recommendations.

• Provide actionable insights that improve system reliability, performance, and operational continuity.

Operational Excellence

• Maintain and enhance alarm playbooks to improve technical accuracy, response effectiveness, and service efficiency.

• Track, manage, and drive resolution of open incidents and technical concerns.

• Conduct root cause analysis and recommend preventive measures to reduce repeat incidents.

• Support continuous improvement initiatives within the Connected Services Hub.

• Mentor team members and share technical knowledge and best practices.

Work Environment

This is primarily a remote support role involving:

• Alarm monitoring

• Remote diagnostics and troubleshooting

• Solution recommendation

• Coordination and dispatch of field service personnel

Support is provided for mission-critical customer environments operating 24x7x365. The role requires participation in a rotating shift schedule, including night shifts, weekends, and holidays as required. Standard work schedule remains five working days per week.

Position location: Bengaluru, India. Work from office setup.

Why Join the Connected Services Hub?

Join a highly visible organization at the forefront of Schneider Electric's Industrial Internet of Things (IIoT) and Digital Services transformation. This role offers an an opportunity to leverage advanced analytics, connected technologies, and technical expertise to proactively improve customer operations while helping shape the future of digital service delivery.

Required Qualifications

Professional Competencies

The successful candidate will demonstrate:

• Strong customer service orientation with a customer-first mindset.

• Excellent crisis management and stakeholder communication skills.

• Strong verbal and written communication abilities.

• Ability to influence stakeholders and drive collaborative problem solving.

• Strong organizational and time-management skills while handling multiple priorities.

• High attention to detail and commitment to quality.

• Curiosity and continuous learning mindset with enthusiasm for emerging technologies and digital services.

Technical Skills & Knowledge

Mandatory

• Experience supporting network-managed equipment and critical power applications.

• Strong expertise in one or more of the following areas:

  • Electrical Distribution
  • Critical Power & Cooling Systems
  • PLC Systems
  • Transfer Systems

• Strong analytical and problem-solving skills with the ability to interpret operational data and trends.

• Proficiency in technical documentation, report writing, and computer-based diagnostic tools.

• Experience working with monitoring, alarm management, and connected services platforms.

• Experience in remote monitoring and remote technical support environments.

• Knowledge of predictive maintenance and condition-based monitoring methodologies.

• Experience in alarm management, preventive maintenance programs, and reliability improvement initiatives.

• End-to-end ticket and incident management experience, including:

  • Customer communication
  • Technical troubleshooting
  • Internal and cross-functional escalations
  • Closure and customer satisfaction follow-up

Education & Experience

Education

• Bachelor's Degree, Associate Degree, Diploma, or equivalent technical qualification in:
  • Electrical Engineering
  • Electronics Engineering
  • Instrumentation Automation
  • Related Technical Discipline

Experience

• Minimum 5 years of relevant industry experience.

Preferred:

• 7-10 years of experience in:
  • Secure Power & Cooling Systems
  • Electrical Distribution Infrastructure
  • Automatic Transfer Systems
  • Connected Services or Remote Operations
  • Automation softwares

Preferred Experience

Candidates with experience in one or more of the following areas will be highly regarded:

• Operation or service management of large-scale Colocation (CoLo) Data Centers.

• Project execution and lifecycle services within critical infrastructure environments.

• Remote operations centers, network operations centers (NOC), or connected services environments.

• Reliability engineering, asset management, and condition monitoring.

• Customer-facing technical support and service delivery roles.

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

• Country-specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric – apply today!

• €40 billion global revenue

• +9% organic growth

• 150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.