Job DescriptionJoin Our Team as a
Senior Field Services Engineering Support Specialist!Work arrangement: Hybrid (2 days WFH)CompensationAt S&C, we are dedicated to providing competitive and equitable compensation for all our team members and are committed to transparency in our pay practices.
The estimated annual base salary range for this position is $72710 - $96343.4. Individual pay within this salary range is determined by several compensable factors, including performance, knowledge, job-related skills and experience, and relevant education or training.
This position may also be eligible for S&C's annual incentive plan (AIP). AIP amounts are variable and are dependent on both company and individual performance, subject to eligibility criteria. The target bonus percentage for this role is 4% of annual base earnings.
The Senior Field Services Engineering Support Specialist assists customers remotely in the installation and troubleshooting of S&C's products. This position is for an individual with a technical background and strong analytical skills, preferably someone with field service experience troubleshooting medium voltage equipment. This role requires the ability to troubleshoot customers' S&C equipment issues utilizing a variety of communication methods: phone, video conferencing, email and Salesforce.
Key Responsibilities The primary function of this role is to support S&C Protection and Automation products from a Tier 3 perspective. Tier 3 represents a level of support in a 3 tier system that primarily revolves around product application and deep level troubleshooting that could not be resolved at the Tier 1 and 2 level.
Duties will include:- Provide technical support for escalations from Field Service Engineers and Technicians.
- Troubleshoot S&C equipment over the phone/teleconference and via e-mail with customers while documenting in updates in Salesforce.
- Collaborate with cross-functional teams to identify recurring customer issues and recommend areas for improvement or solutions.
- Identify parts for replacement/upgrade and work with sales to attain pricing.
- Read and interpret wiring diagrams.
- Occasional travel to support field services in troubleshooting and customer issue resolution visits.
- Perform product training on and offsite.
- Interfacing with sales, service and customer personnel to resolve customer issues, and to maintain or upgrade installed products.
- Process RMAs (Return Material Authorizations) when required.
- Understand and comply with all applicable Company policies and rules.
What we are looking for:- Minimum of Electrical/Electronic Engineering Technology Diploma or equivalent.
- Ontario Association of Certified Engineering Technicians and Technologists (OACETT) certification is an asset.
- 4 years of previous experience in similar capacity.
- Ability to read electronic, electrical, wiring, and mechanical drawings and diagrams.
- Possess strong communication skills, both written and verbal to clearly present ideas in a variety of forums.
- Medium voltage protection product knowledge is preferred.
- Ability to travel to customer sites for training and support field service team members as necessary.
- Good interpersonal and presentation skills to work with team members at all levels across the organization.
- Good problem-solving skills.
- Eagerness to learn the S&C product ecosystem and continuously improve standards of customer support.
Physical Effort:Normal or frequent minor physical effort required for the day-to-day activity in the workplace. May involve standing, sitting, walking, climbing stairs and lifting/moving/using objects or equipment up to 20lbs.
Work Environment:Acceptable working environment with minor or almost no disagreeable or challenging working conditions as part of everyday expected levels (all jobs will occasionally experience undesirable or disagreeable events).
Vacancy Disclosure: This posting is to fill a future vacancy within S&C Electric Canada.
Artificial Intelligence Disclosure:Please note that S&C Electric Canada may use artificial intelligence (AI) tools to assist in the screening, assessment, or selection of applicants for this position.
What We Offer- Competitive compensation and performance-based bonus
- Generous employer-matched retirement savings plan
- Three weeks of paid vacation, plus paid holiday shutdown
- 100% employer-paid health and wellness benefits, including:
o Medical, dental, vision, and prescription coverage
o Health Care Spending Account (HCSA) & Personal Spending Account (PSA)
o Life, AD&D, and disability insurance, with optional enhancement - Summer hours program
- Education reimbursement
- Seniority recognition
- Access to Spark LMS for continuous learning and development
- A safe and fun working environment where we celebrate our milestones.
These are just some of the other reasons why S&C is a great place to work. At S&C, we believe in empowering our people and providing meaningful career opportunities. Ready to make an impact? Apply now and join a team where your contributions matter. Apply and join our team today!
