Service Engineering

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