About this role
# 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