What are the responsibilities and job description for the Technical Support Engineer position at Deep Sea Electronics Ltd?
Technical Support Engineer - Rockford USA
To provide DSE’s external customers with high quality, value adding technical support on the full range of the company’s electronic control modules for a wide range of generator and control applications. Including (but not limited to) renewable energy, backup/emergency power, paralleling with the grid, and other complex applications, engine only functions and off highway implementations
To provide technical support and product development guidance to DSE’s internal teams including production, engineering, sales & marketing, test & approvals, and other members of the technical support team
Training global and local customers, and internal personnel on DSE product and their applications
Global and local customer visits to assist sales, training, or fault-finding purposes
Key Duties & 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
Internal & External Relationships:
- Liaise with other technical support engineers to better understand existing and new products, and their functionality
- Liaise with the engineering and test & approval departments when clarification is required by those departments or technical support
- Liaise with internal sales and marketing providing assistance where necessary
- Liaise with the relevant Business Development Manager (BDM) for their region’s requirements. Keeping them appraised of developments in their area
- Liaise with DSE distributers, customers, integrators, and end users requiring support
- Liaise with 3rd party companies within DSE supply chain providing assistance where necessary
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