Technical Support Engineer

Deep Sea Electronics Technical Support Engineer

We are Deep Sea Electronics, a Generac Company, one of the world's top manufacturers of generator controllers, auto transfer switch controllers, battery chargers and vehicle & off-highway controllers.

Over the last 40 years we have never stopped innovating and have brought products to the market that changed the industry forever. From our very first location in Scarborough, we have grown year-over-year to become the market-leading organization that has products in use in every corner of the world.

Deliver high-quality, value-driven technical support to DSE's global customer base across the full range of electronic control modules powering diverse generator and control applications. In this role, you will support environments ranging from renewable energy and backup power to grid paralleling and complex engine-only or off-highway implementations. You will partner closely with internal teams—including engineering, production, sales and marketing, and test and approvals—to provide product guidance and continuously enhance solutions. This role also plays a key part in training both customers and internal stakeholders on DSE products and applications, while supporting on-site engagements with customers to drive sales, deliver training, and solve technical challenges.

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 distributors, customers, integrators, and end users requiring support
• Liaise with 3rd party companies within DSE supply chain providing assistance where necessary

Minimum 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

Physical Requirements and Working Conditions

Office Environment (Includes field sales): While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.