Technical Support Engineer
4 days ago
Technical Support Engineer - Rockford USA 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 renewable energy, backup/emergency power, grid paralleling, 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 products and their applications. Global and local customer visits to assist sales, training, or fault‑finding purposes. Key Duties & Responsibilities: Providing customers with global technical support (training, troubleshooting, commissioning, etc.) via telephone, email, remote desktop sessions (e.g., Microsoft Teams, Zoom) and face‑to‑face on a wide range of DSE products. Delivering training sessions on DSE products covering technical functions, applications, and common faults. Testing and confirming reported issues from customers; if confirmed, following the company’s procedures and guidelines for remedial action. Preparing technical documentation, including product manuals and training instructions. Proofreading technical documents authored by other personnel. Providing development guidance to engineering on new and existing product features. Assisting the test and approval department’s comprehensive testing of products. Providing technical support to DSE internal teams, including production, engineering, sales & marketing, test & approvals, and other members of the technical support team. Complying with internal procedures and documentation. Submitting a monthly report to the global support manager of previous months’ activities. Internal & External Relationships: Liaising with other technical support engineers to better understand existing and new products, and their functionality. Liaising with the engineering and test & approval departments when clarification is required. Liaising with internal sales and marketing to provide assistance where necessary. Liaising with the relevant Business Development Manager (BDM) for their region’s requirements, keeping them appraised of developments in their area. Liaising with DSE distributors, customers, integrators, and end users requiring support. Liaising with 3rd‑party companies within DSE supply chain to provide assistance where necessary. Requirements: General generator application and system knowledge. Excellent communication skills. Ability to work at a high level of concentration and commitment. Ability to operate under own initiative while possessing strong team‑working skills. Recent experience in the generators and the diesel generator industry. Relevant experience in a customer‑based environment. Educated to an HNC level in Electrical and Electronic Engineering or equivalent by industry experience. Seniority level Not Applicable Employment type Full‑time Job function Appliances, Electrical, and Electronics Manufacturing, Electric Power Generation, and Electric Power Transmission, Control, and Distribution #J-18808-Ljbffr
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