Service Engineering

Job Description Summary

Services Solution Line – Back Office Engineer

Service Solution line is looking for a Back Office Engineer to serve as a Service technical reference for FACTS, HVDC and ACIS .

Reporting to the Service solution line you will support Regions on-call team, collaborate closely with engineering, contribute to Root Cause Analyses (RCA) and provide technical support to Customers and field service engineers. You will also lead back-office activities while delivering training and ongoing support to internal teams and customer personnel.

Job Description

Services Solution Line – Back Office Engineer

Key Responsibilities

Engineering

• 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.

Data & Documentation Management

• 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 issued Site modification form (SMF) to solve ticket.
• 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.

Customer & Project Support

• Assist Project Managers with regular follow-up calls to resolve cases arising from technical proposals
• Assist Project Managers and field Service Engineer to prepare site intervention / documentation.
• Contribute to new project setups, including drafting technical procedures, process documentation, and flowcharts.

Qualifications Required

• Bachelor’s degree in electrical engineering, with a specialization in power electronics preferred.
• 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.

Preferred

• 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.

Working Conditions

• Travel:              Approximately 20% of the time
• Availability:    On-call support as per Service rotation (1wk/month)
• Start date:        ASAP

Additional Information

Relocation Assistance Provided: Yes