Service Engineering

Overview

Back Office Engineer serving as a Service technical reference for FACTS, HVDC and ACIS, supporting the Region's on-call team, contributing to root cause analyses, and providing technical support to customers and field service engineers.

What you'll do

• Lead and support the Root Cause Analysis (RCA) process, including documentation and approval.
• Serve as technical point of contact for customers during critical incidents.
• Provide technical support to field service engineers for ticket resolution and on-site activities.
• Analyze, investigate, and recommend solutions to resolve customer technical issues.
• Develop and implement technical and engineering solutions.
• Provide technical support to customers for ticket and site activities, including during emergencies.
• Support and propose solutions to the tendering activities when necessary.
• Oversee data quality management and archiving for engineering activities, including troubleshooting, back-office operations, and site data collection.
• Prepare progress reports, test results, and non-conformance reports.
• Collaborate with engineering to annotate and update "as-built" drawings.
• Work with engineering to issue Site modification forms (SMF) to solve tickets.
• Submit the technical documentation required for equipment operation and maintenance to external customers and internal teams, and provide additional information on request.
• Provide technical assistance in the preparation of customer and internal submissions.
• Assist Project Managers with regular follow-up calls to resolve cases arising from technical proposals.
• Assist Project Managers and field Service Engineers to prepare site intervention and documentation.
• Contribute to new project setups, including drafting technical procedures, process documentation, and flowcharts.

What you'll need

• Bachelor's degree in electrical engineering.
• 5–10 years of experience in electrical network simulation and/or substation commissioning.
• Advanced knowledge of electrical and electronic power equipment.
• Fluent in English (mandatory) and French.
• Proficient in the MS Office Suite.
• Strong communication skills, with the ability to interact effectively with customers and colleagues at all levels.
• Analytical mindset, rigor, and leadership skills.

Nice to have

• Specialization in power electronics.
• Field or operations engineering experience in the electrical utility or industrial sector.
• Experience in a service business.
• Knowledge of power electronics, FACTS and HVDC equipment, drives, and rotating machines.
• Knowledge of protection and control systems.
• Knowledge of asset management concepts, or experience in an asset management role.
• Knowledge of cybersecurity regulations.
• Experience with a CRM tool such as Salesforce.

Details

• Travel: approximately 20% of the time.
• Availability: on-call support as per Service rotation (1 week per month).
• Start date: ASAP.
• Relocation assistance provided: Yes.