Senior Technical Support Specialist

Kinsley Power Systems•Town of DeWitt, NY

2d•Onsite

About The Position

The Senior Technical Support Specialist serves as Kinsley Power Systems' advanced technical resource for power generation equipment, providing technical training, field support, troubleshooting, high-level repair assistance, commissioning support, and subject matter expertise for Rehlko KO-Series and "Big-Iron" (lMW and above) generators, ATS/switchgear, DPS systems, and/or large multi-unit configurations. This position works closely with Service Operations, Technical Training, Branch Management, Sales Engineering, and Rehlko factory personnel to support technician development, complex repairs, startup and commissioning activities, equipment performance investigations, and escalated customer issues. The Senior Technical Support Specialist is responsible for maintaining applicable factory certifications, delivering classroom and field training, documenting technical findings, and helping drive technical issues to successful resolution.

Requirements

Minimum of twenty years of hands-on experience servicing generators with capacities ranging from S00kW to 2,SOOkW, including expertise in paralleling switchgear and DPS systems.
Willingness to engage in international travel and meet the requirements for obtaining security clearance.
Ability to obtain and maintain all required Rehlko certifications, train-the-trainer credentials, and continuing education requirements necessary to provide technical instruction and support across Kinsley's service organization.
Possession of an OSHA 10 or OSHA 30 certification (as per local regulations) or the ability to obtain one.
Possession and maintenance of a valid state driver's license.
Possession of a current DOT medical card, as required for towing, or the ability to obtain one.
Flexibility to work a varied schedule, including nights, weekends, and on-call hours as necessary.
Ability to work effectively in all weather conditions and diverse environments (urban and rural).
Strong personal integrity, a high sense of urgency, and a drive for success.
Excellent customer service focus with proficient verbal communication skills.

Nice To Haves

Preferred certification from EGSA (Electrical Generating Systems Association).

Responsibilities

Obtain, maintain, and keep current all applicable Rehlko certifications, factory training credentials, and train-the-trainer qualifications to remain qualified to teach Rehlko equipment and support technician development.
Actively participate in the development and delivery of industrial training classes through the Kinsley Training Center in Syracuse, including classroom instruction, hands-on training, technician mentorship, and field-based training support, as needed.
Collaborate with Technical Support Coordinator/Trainer and Branch Manager to maximize technician productivity, deliver field and classroom training, conduct QC audits, and problem-solve logistical/technical/capacity/scheduling issues.
Work with Operations management on technician mentorship, to build a larger technician base with higher skill set.
Lead advanced troubleshooting for complex equipment, controls, switchgear, and commissioning issues by coordinating with Rehlko factory engineering, technical support teams, and internal stakeholders to identify root cause and corrective action.
Support completion of large-scale service and start-up assignments by working with Service, Sales Engineering, Operations, and Rehlko factory personnel to ensure technical issues are documented, communicated, and brought to closure.
Maintain accurate records of technical issues, factory communications, corrective actions, lessons learned, and final outcomes to support closure, continuous improvement, and future training best practices.
Travel to customer sites, high-level job sites, and emergency service events throughout Kinsley's service territory, for durations not to exceed 2 weeks at one time, to provide advanced technical support, field training, troubleshooting, repair oversight, commissioning assistance, and assigned service support.
Conduct engine and electrical diagnostics, troubleshooting, and repairs for Rehlko KO-Series and "Big-Iron" generators (lMW and above), ATS, paralleling, switchgear, DPS systems, and other complex or multi-unit configurations.
Perform off-site engine and alternator repairs on industrial and commercial power generation equipment, as needed.
Install, convert, and retrofit outdated equipment.
Provide switchgear service, start-ups, and upgrades (when available through Rehlko). Will be involved in the development of the Rehlko switchgear training program.
Perform preventative maintenance on power generation equipment, including oil and filter changes, as well as part replacements/repairs.
Manage service and start-up of large-scale projects from equipment commissioning.
Coordinate with Kinsley Service Department on commissioning and start-up dates for all relevant projects.
Manage and monitor execution of specified projects working with the Service Startup Coordinator to successful completion.
Collaborate with external customers (Kinsley Service-Direct) and internal customers (Kinsley Sales) on upgrading existing switchgear, from start to finish (including commissioning). (Will not be responsible for sales of the service)
Work with Kinsley AMS as a service expert on larger MVP accounts to maximize TM and upselling opportunities. (Used as technical expert not as the sales function)
Provide updates and status reports on scheduled jobs to key internal and external stakeholders.
Respond to after-hours on-call requests, both in-state and out-of-state, 24/7/365 for specified large-scale jobs or switchgear-related issues. (As an emergency contingency, not the primary point of contact) (Emergency dispatch will be planned and approved)
Promote a culture of safety, integrity, and accountability through words and actions.
Work in a safe and efficient manner, including maintaining good housekeeping and adhering to all safety policies, such as NFPA 70E, lockout/tagout, proper PPE utilization, and safe driving practices.
Practice safe operation and proper maintenance of a company vehicle.
Adhere to all Federal, State, Local and Company policies, including, but not limited to, the Kinsley Employee Handbook, OSHA regulations, and Department of Transportation (D.O.T) regulations.
Maintain an average annual billable percentage of 50% or greater, unless granted an authorized exemption.
Other duties as assigned.