SCADA Service & Support Lead - Hybrid/Remote Canada or USA

Edmonton, Canada

About Dexcent
Founded in 2006, Dexcent Inc. (Dexcent) is an engineering consulting firm that provides a range of specialized solutions for clients in a variety of industries throughout the world. Our professionals have modernized IT and OT engineering methodologies into comprehensive solutions, specializing in information analytics, cyber-security, infrastructure, and control systems engineering. As such, we pride ourselves on truly transforming industrial operations to optimize business performance and deliver bottom-line results. 

Job Details

The SCADA Service & Support Lead engages with our client(s) to identify needs and requirements for SCADA systems and related applications service and support. They develop and oversee the service and support program, provide technical guidance, and mentor and empower team members. They regularly engage with our client(s) to ensure service and support expectations are being met, strive for enhancement/efficiencies, coordinate the program delivery, and provide periodic management reporting.

Work location is flexible in Canada/USA.  Work may be hybrid or remote, with visits to client sites in person and travel as needed.

Position Duties and Responsibilities:

  • Consult with client(s) to define service and support program requirements, apply best practices and ensure completion of program delivery.

  • Guide and support client(s) with planning, provide oversight of execution and documentation activities.

  • Develop governance and risk management practices related to the program.

  • Lead program and related process and procedures for clients to support implementation.

  • Lead consulting services for the maintenance, enhancement and integration of SCADA system functionality.

  • Facilitate team learning and build expertise in Client systems, including SCADA and automation systems (CygNet, RTAP, Iconics, OASyS), APS system, batch ticketing system.

  • Lead program team in the maintenance of live Client SCADA production and development application environments enabling them to effectively provide technical support, troubleshooting, problem diagnosis, application testing and configuration changes.

  • Work closely with team members and Client Control Center Coordinators in the planning, organizing and delivering of support service to the Control Center.

  • Oversee the successful transition of applications and new instances of OASyS, Cygnet, Iconics, and PROCYS (RTAP) into SCADA Support.

  • Support SCADA system commissioning effort.

  • Proactively engage with Client management, end users, field, various departments, etc.

  • Review various sources of documentation, existing design artifacts, management of change (MOC) records, asset management systems of record, logs, and asset monitoring to confirm how the client environment has been configured.

  • Assist clients with coordinating SCADA support activities across multiple projects, divisions and systems.

  • Provide high-level KPI metrics and reports related to the Service & Support program.

  • Provide quality control (QC) testing support against design, installation, documentation and change management activities.

  • Maintain careful and diligent compliance with all relevant change management procedures.

  • Proactively support the Dexcent safety and security programs and initiatives; maintain compliance with all safety and security policies and procedures (including client site specific programs) and ensure utilization of safe work practices on client sites and in the office.

  • Display a spirit of innovation and continuous improvement; suggest product improvements, sales growth opportunities, cost savings options and work environment improvements.

  • Attend association events, seminars, and meetings to promote Dexcent and maintain a high profile in the industry.

  • Maintain a positive attitude and communication style with clients, vendors, and team members in all circumstances.

  • Other duties and special projects as assigned by the Manager or Client Supervisor.


Candidate Qualifications:

  • 10+ years of work experience with process control systems and SCADA system platforms.

  • 5+ years of leadership experience in a related field.

  • A Diploma or Degree in Computer Science, Computer Engineering, or related discipline.

  • Superior SCADA/control systems troubleshooting and technical skills.

  • Working knowledge of process control systems and SCADA system platforms such as OASyS, Cygnet, PROCYS (RTAP), and Iconics.

  • Priority will be given to candidates with experience in the SCADA system listed.

  • Working knowledge of UNIX/LINUX/Windows, C, C++, Java, Perl, SQL and Visual Basic programming language. Competent with MS Office.

  • High level of comfort using interactive tools (Teams, Sharepoint, Outlook, Slack, One Drive, Remote Desktop, ticketing systems, APS systems).

  • Technical writing/documentation talents (end-user documentation, reports, flow diagrams, as-built drawings, etc.).

  • A strong leader and mentor who is dedicated to building effective, engaged, and productive teams.

  • Highly capable project manager with proven ability to manage scope, budget, timeline, quality and safety.

  • Excellent written and verbal communication and listening skills, enabling effective communication with clients, employees, vendors, and owners.

  • Strong customer service, organization, and time management skills.

  • Excellent troubleshooting and analytical skills coupled with ability to translate customer needs into technical solutions and recommendations.

  • Proven proficiency with Excel, Word, PowerPoint, Visio, and Windows platforms.

What We Offer

We recognize that people are our most important asset. We appreciate the diverse experience, knowledge, creativity, and personality that each person brings to our organization, our culture, and our success.



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