Service Support Engineer (EN/FR)

Job Description Summary

Description:
The North and South Service Units of GE Grid Solutions are currently seeking a Back Office Lead Engineer. Reporting directly to NSE Regional Engineering Leader and functional reporting to the GSI NSE Regional Service Leader, the selected candidate will serve as a technical reference.

In close collaboration with clients and the engineering team, the Back Office Lead Engineer will be responsible for conducting root cause analyses, providing technical support to customers and field service engineers, and leading various back-office activities. The role also involves training and supporting both internal colleagues and client personnel in performing these tasks.

Additionally, the candidate must be fluent in both English and French, and available to join the NSE regional 24/7 team to provide emergency support on a 24/7 basis, for which you will be compensated.

This role must maintain close collaboration with the PDG team (FACTS & HVDC) for incident resolution, acting as the technical reference within the responsibilities assigned at the regional level.

In the early days of the role (3-6 months) we anticipate a high level of travel to different GE sites, particularly Stafford if you are not working from there, due to the high volume and complexity of manufacturing produced there. Beyond this time however, the level of travel will be significantly reduced.

Job Description

Main Responsibilities:

• 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

• 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)
• Start Date: ASAP

• Previous Field or Operations engineering experience in electrical utility or industrial market space
• Previous experience in related service business
• Knowledge of Power electronic / FACTS & HVDC equipment, Drives, rotating machine.
• Knowledge in protection & controls
• Knowledge of asset management concepts or having worked in an asset management role
• Cyber-Security regulations
• CRM experience with Salesforce or similar programs.