Engineer I- Service Technical Support

Job Description:

An experienced Electrical/Electronics Engineer specializing in UPS systems and AC Power solutions, responsible for providing centralized technical support across India. The role involves supporting field service teams, driving upgrade and modification initiatives, and ensuring service readiness for new and existing products.

The individual will act as a Subject Matter Expert (SME), contributing to troubleshooting, design improvements, and engineering change processes while enhancing overall system reliability and customer satisfaction.

Responsibilities:

• Provide advanced technical support and guidance to field service engineers across India for UPS systems and AC power products
• Analyze field issues, identify root causes, and support resolution for complex technical problems
• Support design and development of service upgrade kits, retrofits, and component substitutions
• Prepare technical documentation including drawings, installation procedures, and service instructions
• Create and maintain Bills of Materials (BOM) for upgrades and service solutions
• Participate in Engineering Change Management (ECN), acting as Change Originator/Analyst
• Review and validate engineering changes and field feedback to improve product reliability
• Support New Product Introduction (NPI) activities ensuring service readiness (documentation, training, spares planning)
• Conduct technical training sessions for internal teams and service partners during new releases or upgrades
• Work closely with Engineering, Quality, Manufacturing, and Global Teams for issue resolution and improvements
• Coordinate with vendors/suppliers for technical evaluation, alternative parts, and cost optimization
• Support prototype validation, field trials, and implementation of corrective actions

Qualifications:

• Bachelor’s Degree in Electrical or Electronics Engineering (preferred)
• 5-10 years of experience in UPS systems / Power Electronics / Critical Power applications
• Strong technical knowledge of UPS topology, power modules, control systems, and site integration
• Experience in troubleshooting, RCA (Root Cause Analysis), and field failure analysis
• Knowledge of CAD tools, documentation systems, and PLM tools (Oracle Agile/PD Cloud preferred)
• Strong analytical, planning, documentation, and communication skills
• Ability to work cross-functionally with service, engineering, and global teams
• Customer-focused mindset with strong problem-solving capabilities

Physical & Environmental Demands:

• Office-based role with exposure to field sites, labs, and manufacturing environments as required
• Use of appropriate personal protective equipment (PPE) during site visits

Travel Requirement:

• Approximately 20-30% travel (PAN India) based on project, escalation, and training requirements