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