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 –overyear to become the market-leading organization that has products in use in every corner of the world

Major Responsibilities

(55%):

• Answer inbound calls and respond to emails from Dealer Technicians and respond to complex questions over the phone
• Provide accurate, timely, and descriptive notes during calls in salesforce
• Use and improve internal technical troubleshooting content
• Provide key account technical support
• Serve as a path of escalation for technical support representatives through the help desk
• Perform on-site troubleshooting, diagnosis, and repair as required

Additional responsibilities include

(30%):

• Work closely with product engineering and quality engineering to develop comprehensive troubleshooting content for the entire technical support team
• Update and maintain internal and external knowledge base
• Works to create customer and dealer facing technical video content

(15%)

• Works with new hires and existing employees to foster a culture of continuous improvement
• Provide technical training for new hires and as part of new product introductions

Other duties may include:

• Mentors less experienced technical service representatives.
• Serve as technical expert for team and escalated calls.

Minimum Job Requirements

Education

• BS in Electrical Engineering or related degree

Work Experience

• 2+ years of experience working in the power electronics industry, preferably with solar + energy storage

Knowledge / Skills / Abilities

• In depth understanding of electrical (AC/DC) theory
• Knowledge of power converters, boost, buck, inverters, & rectifiers
• Understanding and working knowledge of engine maintenance and troubleshooting of gensets is a plus
• Understanding of PLC, Ethernet, and Modbus
• Excellent Customer Service skills
• Ability to professionally and effectively communicate verbally and in writing
• Ability to remain calm in high-stress situations
• Strong knowledge of Microsoft office suit
• Leadership competency
• Ability to effectively communicate technical concepts, while taking into consideration varying degrees of customers' technical experience
• Ability to work independently and make decisions in the best interest of the customer and the company
• Advanced problem-solving skills

Preferred Job Requirements

Work Experience

• Previous technical support experience

Knowledge / Skills / Abilities

• Bilingual Spanish
• Familiarity with NEC
• NABCEP Certification
• Solid understanding of residential electrical systems
• Ability to read single line & three-line diagrams

Physical Requirements and Working Conditions

PHYSICAL DEMANDS:

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. (If travel percentage is required beyond occasional or is a regular part of the job, include “Up to x% travel and valid Driver’s License required.”)

Physical Demands: 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 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, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”