Service Support Engineer, EN/FR

Role Overview

• Oversee data quality management, including archiving, for engineering activities such as troubleshooting, back-office operations, and site data collection.
• Support the Tender (ITO) team during offer preparation, acting as the technical reference person and ensuring proper validation of the technical scope
• Assist Project Managers in properly tracking reported issues (Customer Portal – Services Responsiveness), ensuring consistent responses to customer queries and verifying the cross-impact of comments.
• Manage and support the Root Cause Analysis (RCA) process, including documentation and approval responsibilities.
• Serve as the technical point of contact for customer communications during critical incidents.
• Assist Project Managers/Commissioning engineers with regular follow-up calls to customers to resolve cases initiated through technical proposals or site interventions.
• Monitor process compliance and proactively drive continuous improvement initiatives.
• Contribute to the development of new project setups, including drafting technical procedures, process documentation, and flowcharts.
• Prepare progress reports, test results, and non-compliance reports.
• Annotate and update ‘as built’ drawings.
• Submit required technical documentation to both external customers and internal teams for the operation and maintenance of equipment.
• Provide supplementary information as needed.
• Offer technical assistance in the preparation of submissions.
• Analyze, investigate, and propose solutions for issues related to discontinued products.
• Work collaboratively with the Service Central Team to enhance processes and tools, serving as a proactive source of initiatives.
• Contribute to overall process improvement
• Contact subcontractor or vendor to responds to technical requests from customer
• Ability to propose or implement technical or engineering solutions

Requirements

• Bachelor's degree in electrical engineering with specialization in power electronics or significant electrical engineering experience in Electrical Network simulation and/or substation commissioning
• Good ability to interact and communicate with clients and workers
• Advanced knowledge of electrical and electronic equipment power
• Fluency in English (mandatory) and in French. knowledge of office software (MS Office Suite)
• Analytical, Rigorous Leadership
• Travelling: up to 20% of the time (mostly in the first 3-6 months of the role)

Benefits

• Relocation Assistance Provided: No