Technical Service Engineer

Artech L.L.C.; Richmond; On-site; CAD 90,000 - 120,000; Full time

Job summary

Artech L.L.C. is seeking a Senior Technical Escalation Engineer to act as the primary escalation point for complex issues across solar, EV charging, home automation, and energy management systems.

You will guide field technicians and partners through troubleshooting and root-cause analysis. You will collaborate with a global Level 3 expert group, Quality, and Sustaining Engineering to investigate failures, travel to field sites as needed, and develop training and improvements for products and

Qualifications

• Bachelor's degree in Electrical Engineering or related field, or equivalent hands‑on experience.
• Experience supporting technicians or internal service teams in a technical environment.
• Strong analytical and troubleshooting skills, including root-cause analysis.

Responsibilities

• Act as senior escalation point for complex issues across solar, EV charging, home automation, and energy management systems.
• Guide Level 1 and 2 technicians, installers and partners through troubleshooting and root cause analysis.
• Partner with global Level 3 expert group, Quality, and Sustaining Engineering to investigate product failures and define next steps.
• Support teams remotely using service and diagnostic tools, with travel to the field for in-depth investigations.
• Develop and deliver technical and installation training for internal teams and regional partners.
• Bring field insights to product, service, and engineering teams to improve current and future products.
• Own assigned cases through to resolution with timely follow-up.
• Contribute to service plans, process improvement, and continuous improvement initiatives.

Skills

EV charging

Solar

Batteries

Power electronics

Energy management

Troubleshooting

Root cause analysis

Technical support

Field support

Education

Electrical Engineering degree

Job description

• Act as the senior technical escalation point for complex issues across solar, EV charging, home automation, and energy management systems
• Guide Level 1 and Level 2 technicians, installers, and service partners through troubleshooting and root cause analysis
• Partner with a global Level 3 expert group, Quality, and Sustaining Engineering to investigate product failures and define next steps
• Support teams remotely using service and diagnostic tools, with travel to the field for in-depth investigations
• Develop and deliver technical and installation training for internal teams and regional partners
• Bring field insights and recurring issues back to product, service, and engineering teams to improve current and future products
• Contribute to service plans, process improvement, and continuous improvement initiatives
• Own assigned cases through to resolution with timely follow-up

Qualifications

• Hands‑on experience with EV charging, solar, batteries, power electronics, energy management, or a related electrical technology
• Experience supporting technicians, customers, or internal service teams in a technical environment
• Strong analytical and troubleshooting skills, including the ability to go beyond standard procedures and isolate root causes
• Solid understanding of how hardware, software, and connected systems interact
• Ability to turn incomplete information into a clear technical assessment and action plan
• Clear communicator with installers, support teams, customers, and engineers
• Comfortable handling sensitive customer situations and explaining technical realities
• Self-directed, able to manage competing priorities and learn new products quickly
• Willingness to travel to field sites as needed

Education Requirements

• Degree in Electrical Engineering, Electrical Engineering Technology, or a related technical field, or equivalent hands‑on experience