Technical Support Engineer

Generac Power Systems•Rockford, IL

5d•Hybrid

About The Position

We are Deep Sea Electronics, a Generac Company, one of the world’s top manufacturers of generator controllers, auto transfer switch controllers, battery chargers and vehicle & off-highway controllers. Over the last 40 years we have never stopped innovating and have brought products to the market that changed the industry forever. From our very first location in Scarborough, we have grown year –overyear to become the market-leading organization that has products in use in every corner of the world. Deliver high-quality, value-driven technical support to DSE’s global customer base across the full range of electronic control modules powering diverse generator and control applications. In this role, you will support environments ranging from renewable energy and backup power to grid paralleling and complex engine-only or off-highway implementations. You will partner closely with internal teams—including engineering, production, sales and marketing, and test and approvals—to provide product guidance and continuously enhance solutions. This role also plays a key part in training both customers and internal stakeholders on DSE products and applications, while supporting on-site engagements with customers to drive sales, deliver training, and solve technical challenges.

Requirements

General generator application and system knowledge
Excellent communications skills
Confident IT skills
Ability to work at a high level of concentration and commitment
Ability to operate under own initiative as well as possessing strong team working skills
Excellent time management skills
Recent experience in the generators and the diesel generator industry
Relevant experience in a customer-based environment
Educated to a HNC level in Electrical and Electronic Engineering or equivalent by industry experience

Responsibilities

Providing customers with global technical support (training, trouble shooting, commissioning etc.) via telephone, email, remote desktop sessions (e.g., Microsoft Teams, Zoom, etc.) and face-to-face on a wide range of DSE product
Delivering training sessions on DSE products covering technical functions, applications, and common faults
Test and confirm reported issues from customers. If confirmed follow the company’s procedures and guidelines for remedial action
Preparation of technical documentation including product manuals and training instructions
Proofread technical documents authored by other personnel
Development guidance to engineering on new and existing product features
Assisting the test and approval department’s comprehensive testing of products
Technical support to DSE Internal teams including production, engineering, sales & marketing, test & approvals, and other members of the technical support team
Compliance with internal procedures and documentation
Submit a monthly report to the global support manager of previous months activities