Service Team Lead – AMC & Customer Support

Job description

ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient. Our employees' passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion — and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations — we invite you to join us! ETAP is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer. JOB DESCRIPTION Service Team Lead – AMC & Customer Support Job Title Service Team Lead – AMC & Customer Support Location Delhi , India Employment Type Full-time The job We are looking for a technically strong and customer-focused Service Team Lead – AMC & Customer Support to strengthen our Service & Execution organization. The role will own post-commissioning service delivery for Power SCADA, EMS and Automation projects, including AMC, warranty, technical support and customer coordination. The position will work closely with Project, Engineering, Product Development and customer teams to ensure reliable system operation, timely issue resolution and long-term customer satisfaction. Key responsibilities · Manage end-to-end post-commissioning support for Power SCADA, EMS and Automation projects, including remote and onsite service activities. · Own AMC and warranty obligations, preventive maintenance planning, contract deliverables and support for timely AMC renewals. · Act as the key point of contact for customer service requests, technical escalations, service updates and resolution plans. · Lead troubleshooting and coordinate resolution of SCADA servers, HMI, databases, RTUs/PLCs, communication networks and system integration issues. · Plan and allocate service resources, maintain service documentation, monitor SLA commitments and drive recurring-issue improvements. Essential requirements · 5–7 years of experience in Power SCADA, Electrical Automation, EMS or related control systems. · Practical experience in post-commissioning support, AMC execution, warranty management and customer-facing technical service. · Good understanding of SCADA architecture, HMI, real-time databases, RTUs/PLCs and system integration. · Knowledge of IEC 60870-5-101/104, IEC 61850, Modbus, DNP3 or OPC UA communication protocols. · B.E./B.Tech in Electrical, Electronics, Instrumentation or a related engineering discipline, with willingness to travel to customer sites as required. Desired skills · Impact: Strong troubleshooting and service coordination skills, with focus on timely resolution and reliable customer outcomes. · Aspiration: Ability to guide and mentor service engineers while continuously improving service delivery and team effectiveness. · Curiosity: Strong interest in investigating complex technical issues across SCADA, networking, servers, databases and integrated systems. · Trust: Clear customer communication, accurate documentation and effective collaboration with Project, Engineering, Product Development, QA and supplier teams. ETAP requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria. ETAP is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business. Come and join ETAP to create the transformative technology that enables our customers to engineer a better world.