Customer Support Engineer

Location: Kochi, Kerala

Openings: 1

Responsibilities:

• Provide on-site and remote technical support for PLC, SCADA, HMI, and field instrumentation systems.
• Diagnose and troubleshoot automation system issues at customer sites onsite/remote, ensuring minimum downtime.
• Handle emergency breakdown calls and provide structured root cause analysis (RCA) reports.
• Perform preventive and predictive maintenance including system health checks like PLC diagnostics, network health, I/O status verification, and communication validation.
• Modify PLC/HMI/SCADA programs as required for minor process improvements and bug fixes.
• Troubleshoot industrial communication protocols such as Modbus RTU/TCP, Profibus, Profinet, and Ethernet/IP.
• Assist customers during system breakdowns.
• Coordinate with internal engineering teams for advanced technical resolutions.
• Maintain proper documentation: service reports, maintenance logs, backup records, and configuration change history.
• Ensure cybersecurity hygiene in OT systems (user access, backups, antivirus, patch coordination).
• Ensure compliance with safety and quality standards during all service activities.
• Build strong customer relationships and act as a technical point of contact for assigned accounts.

Must-Have Requirements:

• Degree in Electrical & Electronics, Electronics & Instrumentation, Electronics & Communication, Mechatronics, or related field.
• 2–3 years of experience in commissioning and/or customer support of industrial automation systems.
• Strong troubleshooting experience in PLC, HMI, and SCADA platforms.
• Hands-on experience with platforms like Schneider Electric, Siemens, Rockwell Automation, etc.
• Good understanding of field instruments (pressure, level, flow, temperature) and signal diagnostics.
• Working knowledge of Ladder Logic (LD), Structured Text (ST), and Function Block Diagram (FBD).
• Experience with Modbus RTU/TCP, Profibus, Profinet, and Ethernet/IP protocols.
• Ability to read and interpret GA drawings, Electrical wiring diagrams, SLD, and P&ID documents.
• Experience in loop checks, signal validation, and calibration support.
• Willingness to travel and respond to site breakdown calls.
• Strong analytical, documentation, and customer communication skills.

Good-to-Have Requirements:

• Experience in Process Industries (Power, Oil & Gas, Water, Process Plants).
• Knowledge of PLC integration with MCCs, PCCs, and switchgear.
• Familiarity with IIoT protocols such as MQTT, OPC UA, REST APIs.
• Understanding of OT network basics and industrial cybersecurity concepts.
• Experience handling AMCs and service-level commitments (SLA-based environments).

Key Behavioral Competencies:

• Calm under pressure during breakdown situations.
• Strong analytical and troubleshooting abilities
• Strong decision-making ability at site.
• Ownership mindset – problem-solving attitude.
• Ability to manage customer expectations professionally.
• Clear communication during crisis and escalation scenarios.

Why Join CONSYST:

• Embark on an exciting journey with Consyst, where we prioritize the growth and collaboration of our team through:
• Talent Cultivation: We believe in nurturing your skills and providing opportunities for personal and professional development.
• Innovative Projects: Join us in contributing to cutting-edge projects that shape the future of Industrial Control and Automation.
• Dynamic Team Environment: Become a valued member of our dynamic and collaborative team, where your contributions are recognized and celebrated.

If you’re ready to take the next step in your career and make a substantial impact, seize the moment, and apply today!