Service Operations Specialist

Overview:-

The UPS Service Engineer is responsible for carrying out scheduled preventive maintenance activities to maximize system reliability, optimize performance, reduce downtime, and ensure compliance with service contracts and customer requirements also responsible for responding to emergency breakdown calls, diagnosing faults, restoring system operation, minimizing downtime, and ensuring safe execution of corrective maintenance activities.

Key Points:-

1. Attend breakdown calls and emergency service requests within committed SLA response times and contractual obligations.
2. Provide on-site support for Time & Material breakdown cases.
3. Coordinate with technical support teams for critical fault escalations.
4. Ensure 100% completion of scheduled preventive maintenance activities within contractual timelines and company-defined service schedules.
5. Maintain high-quality maintenance standards through accurate inspections, thorough servicing, and adherence to established maintenance procedures.
6. Proactively identify potential equipment failures, performance degradation, and reliability risks, and recommend corrective actions before system outages occur.
7. Deliver professional service and technical support to achieve or exceed targeted customer satisfaction ratings.
8. Minimize equipment downtime by diagnosing faults efficiently and restoring UPS systems within targeted repair timelines.
9. Achieve a high percentage of first-visit resolutions through effective troubleshooting, technical expertise, and proper spare parts planning.
10. Ensure timely closure of breakdown cases by completing fault rectification, documentation, root cause analysis, and customer sign-off within defined service targets.
11. Maintain a high level of customer satisfaction by providing responsive support, clear communication, and effective problem resolution during critical service events.
12. Maintain daily Time sheet, Call Closure in FSM Application.

Technical Skills:-

1. Strong understanding of Online 3-Phase UPS Systems.
2. Knowledge of UPS architecture up to 1200 kVA.
3. Knowledge of Data Centre electrical infrastructure.
4. Understanding of batteries, STS, switchgear, and power distribution systems.
5. Experience in commissioning and servicing critical power equipment.
6. Ability to interpret electrical drawings and technical documentation.