Technical Support Engineer - UK

Deep Sea Electronics Ltd; Hunmanby; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

25 days holiday

Flexible holiday scheme

Bupa Healthcare package

Life Assurance

Enhanced Maternity/Paternity pay

5% Pension contributions

Performance-based annual bonus

Job summary

Deep Sea Electronics Ltd is seeking a Technical Support Engineer to provide high-quality technical support for our electronic control modules across generator and control applications worldwide.

You will train customers and internal teams, assist with product development guidance, and visit customers for sales support, fault-finding and commissioning. A strong emphasis on communication and IT skills is required.

Qualifications

• Excellent communication skills and ability to train customers.
• Proficient IT skills and confidence in remote support tools.
• Experience in generator applications and diesel industry.
• Educated to HNC level in Electrical and Electronic Engineering.
• Proven ability to work in cross-functional teams.

Responsibilities

• Provide global technical support via phone, email, remote sessions and in-person.
• Deliver training sessions on products and applications.
• Test and confirm customer reported issues and follow escalation procedures.
• Prepare technical documents, manuals, and training materials.
• Proofread technical documents.

Skills

Excellent communications skills

Confident IT skills

Strong time management

Team working

Concentration and commitment

Customer-based experience

Generator applications knowledge

Education

HNC in Electrical and Electronic Engineering or equivalent

Tools

Microsoft Teams

Zoom

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 & 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

Benefits

• 25 days holiday & Bank Holidays
• Flexible holiday scheme
• Bupa Healthcare package & Life Assurance
• Enhanced Maternity/ Paternity pay
• 5% Pension contributions
• Companywide performance based annual bonus scheme

Please Note

Job Description Technical Author

For further information or an informal chat contact our Internal Recruitment Team, on 01723 890099. If this role isn't quite right for you, but you are interested in future vacancies with Deep Sea Electronics please continue to monitor our website for regular updates. DSE is an equal opportunity employer. A copy of our statement is available on request.

Please see linked below our Job Applicant Data Privacy Notice which sets out what personal data we, Deep Sea Electronics Ltd (DSE), hold about you and how we collect and use it during and after the recruitment process.

Job Applicant Privacy Notice.pdf