Escalation Engineer in Toronto

Contract Duration: 12 months + possible extensions

Work Arrangement: Mainly remote, on site for discussions as needed

We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position.

Vacancy: This posting is for a currently vacant role.

Required Skills & Experience

• Receive, triage, and manage customer, municipal, developer, and executive-level escalations.
• Review escalation details and identify the underlying issue, responsible department(s), and required actions.
• Coordinate investigations across Engineering, Design, Operations, Construction, Customer Care, System Planning, Regulatory, and external stakeholders.
• Obtain clear explanations, timelines, action plans, and commitments from responsible teams.
• Provide concise and professional updates to customers, consultants, developers, municipalities, senior leadership, and executives.
• Track escalations through to resolution and ensure commitments are fulfilled.
• Escalate systemic issues, emerging risks, and reputational concerns to management.
• Prepare executive briefings, summaries, and recommendations for leadership review.

This person will routinely deal with:

• Angry customers.
• Developers threatening legal action.
• Executive complaints.
• Internal disagreements.
• They cannot become defensive or emotional.

Nice to Have Skills & Experience

• Utility industry background.
• Experience managing executive-level complaints.
• Extremely organized and detail-oriented.
• Able to challenge internal teams professionally.
• Proven ability to de-escalate difficult customer situations.
• Writes exceptionally well.
• Comfortable presenting to senior leadership.
• Understands risk, reputation, and customer impact.
• Demonstrates ownership rather than simply forwarding emails.

Job Description

Insight Global is looking for an experienced utility professional who can independently manage complex customer and executive escalations. The successful candidate must be capable of reviewing a situation, determining the root cause and responsible parties, coordinating corrective actions across multiple departments, obtaining realistic timelines, and communicating effectively with customers and senior leadership. The ideal candidate will possess strong utility industry knowledge, exceptional communication skills, sound judgment, and the ability to manage sensitive, high-profile issues involving major customers, municipalities, developers, executives, and occasionally the CEO's office. They must be highly organized, customer-focused, and comfortable holding internal stakeholders accountable through to final resolution.

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