Technical Support Engineer

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.

The Technical Support Engineer is 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.

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 product and their applications. Global and local customer visits to assist sales, training, or fault-finding purposes.

Key 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 and 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 teamwork 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
• 25 days holiday & Bank Holidays
• Enhanced Maternity/ Paternity pay
• 5% Pension contributions
• Companywide performance-based annual bonus scheme