At Rugged Monitoring, we are committed to transforming asset reliability through advanced Electrical Asset Condition Monitoring Solutions. Boasting over 100 years of combined expertise and a proven record of innovation, we have successfully monitored over 100,000 assets across 10,000+ applications in more than 80 countries and are headquartered in Quebec, Canada.

This extensive experience has established us as a trusted global leader across industries, ensuring their critical assets operate optimally. With our unwavering dedication to quality and sustainability, we empower businesses to enhance performance, reduce downtime, and achieve extraordinary Return on Investment, redefining the benchmarks of operational excellence.

Our mission is BIG. Our TRANSFORMATION is key – bringing the right businesses together to LEAD the ELECTRICAL ASSET CONDITION MONITORING TRANSITION. Our TEAM is ready.

What impact you’ll make ???

As a member of the Customer success Engineering team, you will be an active contributor to be the single point of contact for monitoring products across globally.

Come and join our powerful, unified force with the energy to change the world.

Job tile Name, details and Description

Job Title: Customer Success Engineer

Location: Hyderabad

Job Type: Full-Time on site.

Qualification: Male /Female candidates, who are Bachelor’s degree/Diploma with 60% overall Grade in following stream of engineering:

Ø Electrical and Electronics Engineering

Ø Electronics and communication Engineering

Ø Electronics and Instrumentation

Experience: experience in Oil and gas, Solar Power Plant, Wind Form, data Centers, EV, Steel Plant, PWM Power Electronics, OEM and Refinery, PLC control and automation sector is preferable.

Requirement of Soft Skills: C#, Postgresql, Pgadmin, Linux (Ubuntu), Modbus (Master/Slave), IEC61850, Able to read SLD’s(Single Line Diagrams) etc like.,

Networking -Basic

Site servicing, with soft and hardware tools required.

Networking -Advance & Firewall

Device Trouble shooting

Offline test Report

H/W

Protocols

GIS

Trouble shooting/Testing

Switch Gear

Build deploying @ customer Environment

Commissioning Team

Thermal Camara configuration

Project Management

Preparing demo for customer

Documentation.

Software configuration

Python/Bash script

MS-Office

SCADA

Linux

Database Basics

Docker

What you’ll bring Basic qualities along with Qualification:

Bachelor’s degree (as mentioned below) Freshers with 60% overall Grade in mentioned stream of engineering.

Customer-Centric Mindset: A strong focus on understanding and meeting customer needs.

Proven Experience/Interest: Demonstrated experience or a keen interest in customer support or success management.

Problem-Solving Skills: Excellent problem-solving skills to diagnose and resolve technical issues. Always with cost and time effective,

Communication Skills: Clear and effective communication, both written and verbal. Ability to communicate technical information clearly to non-technical users.

Initiative and Critical Thinking: Ability to take initiative, think critically, and drive results.

Team Collaboration: Strong team skills and the ability to work cross-functionally.

Travel Readiness: Willingness and ability to travel as needed.

Strategic Planning: Skills in prioritizing, planning, and executing strategies.

Analytical Skills: Capable of structuring defendable arguments, evidence, assumptions, and decisions for troubleshooting, resolutions, and cause analysis.

Technical Expertise: Strong technical knowledge and troubleshooting skills.

Customer Support Experience: Proven experience or interest in technical support. Etc.,

Job Summary: The Customer Success Team Engineer will lead and manage a dedicated customer support team to address hardware and product-related issues effectively. This role involves developing training programs, establishing structured processes for issue resolution, coordinating travel for on-site support, and overseeing warranty and service management. The ideal candidate will also focus on continuous improvement and collaboration with engineering teams to enhance product reliability.

Key Responsibilities:

Customer Support Team Coordination: in all stages of ( pre-sales, execution, and fulfillment)
- Become a strong contributor by learning and adapting in a dedicated customer support team to address hardware and product-related issues effectively.
- Part of developing training programs for the field service engineers team to ensure they are equipped to handle complex technical issues.

Customer Issue Resolution:
- Establish and maintain a structured process for issue resolution, including ticketing, prioritization, escalation, and follow-up.
- Provide remote troubleshooting support to customers and coordinate on-site visits when necessary.
- Ensure timely and satisfactory resolution of customer issues (which includes, Power supply, PCB replacement some time components and Traces repairs with hardware tools along with soft ware simulations, built testing and coding required in the field of asset condition monitoring.
- Also need to work on installation of sensors, cabling related tasks, working on ICD and CID files and Mapping etc.,

Travel and On-Site Coordination:
- Personally assist or coordinate team travel for critical on-site troubleshooting, repairs, or installations.
- Develop a network of local support representatives or service centers in key regions to minimize downtime for customers.

Customer Training:
- Organize and deliver training sessions (both remote and on-site) to educate customers about device usage, maintenance, and troubleshooting.
- Create user-friendly documentation, manuals, guides, and video tutorials for customers.

Warranty and Service Coordination:
- Oversee warranty claims and ensure efficient processing of replacements or repairs.
- Develop a post-warranty service program to support customers beyond the warranty period.

Failure Mode Analysis and Design Improvement:
- Gather detailed information on recurring issues or failure modes from customer feedback and support cases.
- Collaborate with the engineering and product development teams to identify root causes and implement design improvements to enhance product reliability.

Process Development and Continuous Improvement:
- Define and implement industry-best practices for customer support operations, including metrics for tracking resolution times, customer satisfaction, and team performance.
- Continuously refine support processes to improve efficiency and effectiveness.
- Need to acquire skills sets and contribute below mentioned all required areas of department operations involved:

Networking -Basic

Site servicing, with soft and hardware tools required.

Networking -Advance & Firewall

Device Trouble shooting

Offline test Report

Blockages

junk in CI/CD

Gas insulated substations monitoring, Switch Gears, Bushings, Transformers, Motors etc., Electrical Devices knowledge and information.

Trouble shooting/Testing

Travel planning & Safety at work

Build deploying @ customer Environment

Commissioning activities and hardware tools handling

Thermal Camara configuration

Project Management skills

Preparing demo for customer

Documentation.

Software configuration

Python/Bash script

Protocols IEC,485, TCP/IP 104 etc.,

SCADA

IT, Ports and switches

Linux

Database Basics

Docker

Job Features

Job Category

Project Engineer

Experience

2-3 years

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Customer Success Engineer