Technical Service Representative

Power Technique North America LLC; Rock Hill (SC); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Job summary

Power Technique North America LLC in Rock Hill, SC, seeks a Technical Service Representative to provide office-based technical support for diesel generators and energy storage systems. You will assist diagnostics, controller setup, and warranty review while documenting cases and following escalation protocols.

You will travel up to 50% domestically and internationally, working in a hybrid arrangement with on-site days at our Rock Hill, SC office.

Qualifications

• Minimum 2 years of experience supporting power generation or industrial equipment.
• Associate's or Bachelor's degree in Engineering, Industrial Technology, Diesel Technology, or related field.
• Working knowledge of diesel engines, electrical systems and generator control systems.
• Hands-on experience with DEIF generator controllers.
• Understanding of battery energy storage systems and power distribution.
• Strong troubleshooting and diagnostic skills.
• Ability to read technical manuals, electrical schematics and controller fault codes.
• Excellent written communication and documentation skills.
• Experience in a dealer or distributor environment.
• Familiarity with hybrid power systems.
• Exposure to warranty administration or claim review processes.
• Experience with ERP/CRM or service management platforms.
• Experience with remote monitoring or controller communication protocols.
• Structured analytical problem-solving.
• Attention to detail and process compliance.
• Time management and task prioritization.
• High data accuracy and disciplined documentation.
• Team-oriented collaboration.
• Knowledge of high and low voltage electrical control systems.
• Knowledge of construction equipment repair and maintenance.

Responsibilities

• Provide office-based technical support for diesel generators and energy storage systems.
• Assist diagnostics, configuration, and troubleshooting of generator control systems.
• Review and interpret controller data, event logs, and software configurations.
• Support escalation with technical details and documentation.
• Document cases accurately within service management and warranty systems.
• Follow established escalation protocols and procedures.
• Assist with root-cause analysis by identifying recurring issues and trends.
• Support new product introductions by reviewing service documentation and controller setup.
• Maintain records to support reporting, compliance, and improvement initiatives.

Skills

Diesel engines

Electrical systems

Generator control systems

DEIF controllers

Hybrid power systems

Troubleshooting

Controller data interpretation

Documentation

Warranty claim review

ERP/CRM experience

Remote monitoring protocols

Team collaboration

High/low voltage control

Power generation industry knowledge

Education

Associate's or Bachelor's degree in Engineering/Industrial Technology/Diesel Technology

Tools

SAP

BPCS

Microsoft Office

Job description

Your role

As a Technical Service Representative, your mission is to provide office-based technical support for diesel-powered generators and energy storage systems within a dealer/distributor organization. This role supports internal service teams by assisting with technical issue resolution, controller diagnostics, documentation, and warranty claim review. The position emphasizes technical accuracy, process adherence, and operational support rather than direct customer engagement.

Responsibilities include:

• Provide technical support for diesel-powered generators and battery energy storage systems through structured, office-based workflows
• Support diagnostics, configuration, and troubleshooting of generator control systems, including DEIF controllers
• Assist service technicians and internal teams with fault analysis, alarms, events, and system behavior
• Review and interpret controller data, event logs, parameters, and software configurations
• Support issue escalation processes by gathering required technical details and documentation
• Document cases accurately within service management and warranty systems
• Follow established technical support procedures, policies, and escalation protocols
• Assist with root-cause analysis by identifying recurring issues and failure trends
• Support new product introductions by reviewing service documentation and controller setup requirements
• Maintain accurate records to support reporting, compliance, and continuous improvement initiatives
• Review warranty claims for technical accuracy, completeness, and policy compliance
• Validate failure descriptions, diagnostic steps, controller data, labor, and parts usage against warranty guidelines
• Identify discrepancies or missing information and coordinate corrections with internal teams
• Support timely warranty claim processing and approval workflows.
• Assist with warranty data analysis to identify trends, recurring failures, and cost drivers
• Ensure alignment between technical findings, controller diagnostics, and warranty documentation
• Participate in company planned training as required.
• Work to understand and utilize information and communication systems and tools (i.e. e-mail, SAP, BPCS, Microsoft Office software, etc.)
• Act on behalf of peer group members in their absence as and when called upon to do so either by design or circumstance.
• Perform other duties as assigned.

To succeed, you will need

You have a minimum of 2 years of experience supporting power generation or industrial equipment.

You have an Associate's or Bachelor's degree in Engineering, Industrial Technology, Diesel Technology, or a related field (or equivalent field experience)

Desired Skills:

• Working knowledge of diesel engines, electrical systems, and generator control systems
• Hands-on experience with DEIF generator controllers (configuration, diagnostics, or troubleshooting)
• Basic understanding of battery energy storage systems and power distribution
• Strong troubleshooting and diagnostic skills
• Ability to interpret technical manuals, electrical schematics, and controller fault codes
• Strong written communication and documentation skills.
• Experience supporting diesel generators in a dealer or distributor environment
• Familiarity with hybrid power systems combining generators and battery storage
• Exposure to warranty administration or claim review processes
• Experience using ERP, CRM, or service management platforms
• Experience with remote monitoring or controller communication protocols
• Advanced knowledge of the products within your assigned product line, as well as working knowledge of other product lines supported by the Company.
• Structured, analytical problem-solving skills
• Strong attention to detail with a focus on process compliance
• Effective time management and task prioritization
• High level of data accuracy and disciplined documentation practices
• Proven ability to collaborate in a team-oriented, corporate environment
• Competence with high and low voltage electrical control systems
• Knowledge of construction equipment repair and maintenance.

Travel: this position requires a modest level of travel within the United States and internationally, up to 50%.

In return, we offer

We offer competitive wages and a world-class benefits package including medical, dental, and vision insurance, company-paid life, short and long-term disability insurance, generous paid time off, and 401(k) matching and automatic company contribution.

Power Technique North America LLC is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Accessibility Notice:If you need reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to:[e-mail] call 973-397-3400.Reasonable accommodation requests will be considered on a case-by-case basis.

We are fully committed to being a part of the solution for a better tomorrow. That's why we have set science-based targets to reduce greenhouse gas emissions to lead the transition to a low-carbon society

Learn more atwww.atlascopcogroup.com

Job location

This role offers a hybrid working arrangementallowing you to split your time between 1 dayworking remotely and being on-site 4 daysat our office in Rock Hill SC, United States (US).