Technical Support Engineer

Deep Sea Electronics Ltd; Rockford (IL); On-site; USD 65,000 - 85,000; Full time

Job summary

Deep Sea Electronics Ltd in Rockford, Illinois, seeks a Technical Support Engineer to provide high-quality technical support on DSE electronic control modules for generator and control applications. You will support internal teams, deliver customer training, and perform site visits to assist with fault-finding and sales activities.

The role requires strong generator knowledge, excellent communication skills, and the ability to work independently or as part of a team.

Qualifications

• 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 strong teamwork.
• Recent experience in the generators and the diesel generator industry.
• Relevant experience in a customer-based environment.
• Electronic fault finding.
• HNC level in Electrical and Electronic Engineering or equivalent by industry experience.

Responsibilities

• Provide global technical support (training, troubleshooting, commissioning) via phone, email, remote sessions and in person.
• Deliver training sessions on DSE products and applications.
• Test and confirm reported issues; follow procedures for remedial action.
• Prepare technical documentation including product manuals and training instructions.
• Proofread technical documents written by others.
• Provide development guidance to engineering on product features.
• Support test and approval departments with product testing.
• Liaise with internal teams (production, engineering, sales, marketing, etc.).
• Submit monthly activity reports to the global support manager.
• Create and manage RMA cases in Salesforce with timely customer updates.
• Conduct testing and fault analysis on warranty-covered products.

Skills

Generator knowledge

Communication skills

Customer service

Fault finding

Teamwork

Education

HNC Electrical & Electronic Eng

Job description

Technical Support Engineer - Rockford, Illinois

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.

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.

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. Deliver training to global and local customers, as well as internal personnel, on DSE products and their applications. Undertake global and local customer visits to support sales activity, deliver training, and assist with fault-finding when required.

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
• Process incoming returned products submitted under a Return Material Authorization (RMA)
• Create and manage RMA cases in Salesforce, ensuring timely communication and regular updates are provided to the customer
• Conduct testing and fault analysis on products covered under warranty to determine the root cause of the reported issue
• Escalate potential manufacturing defects to the UK production facility for technical review and assessment
• Where a manufacturing fault is confirmed, liaise with the customer to arrange either a replacement product or the issuance of a credit note
• Where the investigation determines the failure was caused by misuse, incorrect installation, or an unsuitable application, communicate the findings clearly to the customer

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
• 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
• Recent experience in the generators and the diesel generator industry
• Relevant experience in a customer-based environment
• Electronic fault finding
• Educated to a HNC level in Electrical and Electronic Engineering or equivalent by industry experience