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 proposal preparation, acting as the technical reference and ensuring proper validation of the technical scope.
• Assist Project Managers in tracking reported issues (Customer Portal – Services Responsiveness), ensuring consistent responses to customer queries and verifying 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 and 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 external customers and internal teams for equipment operation and maintenance.
• 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, acting as a proactive source of initiatives.
• Contribute to overall process improvement.
• Contact subcontractors or vendors to respond to technical requests from customers.
• Propose or implement technical or engineering solutions as required.

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.
• Strong interpersonal and communication skills for interacting with clients and site personnel.
• Advanced knowledge of electrical and electronic power equipment.
• Fluency in English (mandatory) and French.
• Proficiency with office software (MS Office Suite).
• Analytical and methodical mindset; attention to detail.
• Leadership capabilities.
• Willingness to travel: up to 20% of the time (primarily during the first 3–6 months in the role).

Benefits

• Relocation assistance provided: No