Technical Implementation Engineer

Job Summary
The Technical Implementation Engineer I serves as an initial escalation point for complex technical issues escalated from program support teams. The role provides in‑depth technical support across departments including Development, Engineering, SQA, Product Management, and Project Management. Responsibilities include driving resolution of technical issues, fully documenting solutions in CRM, and cross‑training other departments. Unresolved issues are escalated to the Engineering/Tier IV team after gathering detailed technical information.

The position requires strong customer service skills and knowledge of utility business functions to support deployment of Landis+Gyr solutions. Applicants must reside in Canada and be fully bilingual in French/English.

Key Responsibilities and Accountabilities

Own test environments and test labs to support the deployment organization.

Create relevant use‑case scenarios and appropriate solutions to demonstrate how the Grid Stream system operates and supports improvements to the customer‑facing test suite.

Support System Acceptance Testing (SAT) for new customer deployments.

Support manufacturing resources in First Article Testing (FAT) and monitor FAT processes.

Lead creation of standard operating procedures and solutions for technical elements of the system that are effective and repeatable.

Adhere to formal change‑control processes.

Develop subject‑matter expertise in two‑way electric AMI technology, from head‑end software to field endpoints.

Ensure CRM tickets are fully documented and resolved or escalated to the appropriate support tier within SLA guidelines.

Proactively follow through on all technical issues to ensure accurate and prompt resolution.

Support software installation activities for new releases and provide post‑implementation support.

Test and support beta versions of software and identify gaps in technical documentation such as release notes.

Participate in response teams for root‑cause analysis of system problems identified during deployment of company solutions.

Company Values

Supports and adheres to Company’s core values.

Performs other duties or responsibilities as assigned or required.

Supports and adheres to Company’s Code of Conduct and Ethics Policy.

Represents Company in a positive, professional manner when working with both internal and external customers.

Education and Experience

Bachelor of Science degree required.

Experience in working with solutions involving both software and hardware.

Utility operations experience is a plus.

Preferred Qualifications

Strong analytical skills; able to complete methodical root‑cause analysis and troubleshoot technical issues.

Highly adaptable in a dynamic work environment.

Accustomed to working in an environment driven by high standards for service and system delivery.

Excellent team player; self‑starter with the ability to work unsupervised.

Experience with Oracle or SQL Server database is a plus.

Excellent written and oral communication skills.

Strong customer communication and service skills.

Experience with wireless technologies is a plus.

Background in software quality testing desired.

Utility domain knowledge preferred.

Experience with Windows desktop/server platforms and/or Unix, networking and scripting is a plus.

Ability to plan and maintain schedules.

Demonstrate good judgment in selecting methods and techniques for solving problems and obtaining solutions.

Self‑motivated, proactive, able to work under stressful conditions.

Demonstrate customer focus with proven ability to resolve customer issues appropriately.

Ability to multitask and prioritize.

Ability to travel approximately 25 %.

Act as liaison to other business units within Landis+Gyr as needed to resolve and follow through on issues/defects.

Working Conditions

Typical indoor office environment; majority of time spent sitting and working on a computer.

Physical requirements include standing, walking, crouching, handling objects, and lifting or moving up to 10 pounds.

Safety: work may require wearing protective equipment such as hard hats, work boots, gloves, and hearing protection.

Benefits

Medical, dental, and vision coverage.

Life insurance.

401(k) retirement plan with company match.

Three (3) weeks of paid time off (PTO) and eleven (11) paid holidays.

Tuition reimbursement program.

Optional pet insurance and supplemental medical coverage.

Compensation
Pay is in the range of  $77,200 - $112,000  per year. The position is eligible for a 401(k) match and consideration for an annual bonus. Base salary depends on qualifications, experience, skills, education, and certifications.

EEO Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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