Technical Support Engineer

Deep Sea Electronics Ltd; Hunmanby; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

25 days holiday & Bank Holidays

Enhanced Maternity/Paternity pay

5% Pension contributions

Companywide performance-based annual 6

Job summary

Deep Sea Electronics Ltd, a UK-based leader in generator controllers and related control systems, seeks a Technical Support Engineer to deliver high‑quality technical assistance on the full range of DSE electronic modules for diverse generator applications. You will train customers, diagnose issues, and provide guidance to internal teams worldwide.

Key responsibilities include troubleshooting, creating documentation, developing product features with engineering, and supporting the test/approvals

Qualifications

• Generator application and system knowledge.
• Excellent communications skills.
• Ability to operate with high concentration and commitment.
• Experience in a customer-based environment.
• Educated to HNC level in Electrical and Electronic Engineering.

Responsibilities

• Providing customers with global technical support via telephone, email, remote sessions and face-to-face on a wide range of DSE products.
• Delivering training sessions on DSE products covering technical functions and common faults.
• Test and confirm reported issues and follow remedial action procedures.
• Prepare technical documentation including product manuals and training instructions.
• Proofread technical documents authored by others.
• Provide development guidance to engineering on new and existing product features.
• Assist the test and approvals departments’ testing activities.
• Submit a monthly report to the global support manager.

Skills

Generator experience

Excellent communication

Teamwork

Customer service

Electrical/Electronic engineering

Education

HNC in Electrical and Electronic Engineering

Job description

Deep Sea Electronics is a global leader in the design and manufacture of generator controllers, automatic transfer switch controllers, battery chargers, and vehicle and off-highway control systems. With over 200 employees across four continents, we supply our products to customers in more than 150 countries, both directly from our UK head office and through a well-established international distributor network.

The Technical Support Engineer is 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 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 and 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
• Ability to work at a high level of concentration and commitment.
• Ability to operate under own initiative, as well as possessing strong teamwork skills
• Recent experience in the generators and the diesel generator industry
• Relevant experience in a customer-based environment
• Educated to an HNC level in Electrical and Electronic Engineering or equivalent by industry experience
• 25 days holiday & Bank Holidays
• Enhanced Maternity/ Paternity pay
• 5% Pension contributions
• Companywide performance-based annual bonus scheme