IT/Engineering Support

Technical Support Engineer - Rockford USA
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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.
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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.
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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.
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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. Preparation of technical documentation including product manuals and training instructions.
Proofread technical documents authored by other personnel
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
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
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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 DSE distributers, customers, integrators, and end users requiring support

Liaise with 3rd party companies within DSE supply chain providing assistance where necessary

General generator application and system knowledge
Confident IT skills
Relevant experience in a customer-based environment
Educated to a HNC level in Electrical and Electronic Engineering or equivalent by industry experience
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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. 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.