Technical Service Representative

Responsibilities

• Provide technical support for diesel-powered generators and battery energy storage systems through structured, office-based workflows
• Support diagnostics, configuration, and troubleshooting of generator control systems, including DEIF controllers
• Aid service technicians and internal teams with fault analysis, alarms, events, and system behavior
• Review and interpret controller data, event logs, parameters, and software configurations
• Support issue escalation processes by gathering required technical details and documentation
• Document cases accurately within service management and warranty systems
• Follow established technical support procedures, policies, and escalation protocols
• Assist with root-cause analysis by identifying recurring issues and failure trends
• Support new product introductions by reviewing service documentation and controller setup requirements
• Maintain accurate records to support reporting, compliance, and continuous improvement initiatives
• Review warranty claims for technical accuracy, completeness, and policy compliance
• Identify discrepancies or missing information and coordinate corrections with internal teams
• Aid in timely warranty claim processing and approval workflows
• Support warranty data analysis to identify trends, recurring failures, and cost drivers
• Ensure alignment between technical findings, controller diagnostics, and warranty documentation
• Participate in company planned training as required
• Perform other duties as assigned

Requirements

• Minimum of 2 years of experience supporting power generation or industrial equipment
• An Associate’s or Bachelor’s degree in Engineering, Industrial Technology, Diesel Technology, or a related field (or equivalent field experience)
• Working knowledge of diesel engines, electrical systems, and generator control systems
• Hands-on experience with DEIF generator controllers (configuration, diagnostics, or troubleshooting)
• Basic understanding of battery energy storage systems and power distribution
• Strong troubleshooting and diagnostic skills
• Ability to interpret technical manuals, electrical schematics, and controller fault codes
• Strong written communication and documentation skills
• Experience supporting diesel generators in a dealer or distributor environment
• Familiarity with hybrid power systems combining generators and battery storage
• Exposure to warranty administration or claim review processes
• Experience using ERP, CRM, or service management platforms
• Experience with remote monitoring or controller communication protocols
• Advanced knowledge of the products within your assigned product line, as well as working knowledge of other product lines supported by the Company
• Structured, analytical problem-solving skills
• Strong attention to detail with a focus on process compliance
• Effective time management and task prioritization
• High level of data accuracy and disciplined documentation practices
• Proven ability to collaborate in a team-oriented, corporate environment
• Competence with high and low voltage electrical control systems
• Knowledge of construction equipment repair and maintenance

Qualifications

• This position requires a modest level of travel within the United States and internationally, up to 50%

Benefits

• Competitive wages
• World-class benefits package including medical, dental, and vision insurance
• Company-paid life, short and long-term disability insurance
• Generous paid time off
• 401(k) matching and automatic company contribution

Pay

• Competitive compensation based on experience and qualifications

Schedule

• Hybrid working arrangement allowing you to split your time between 1 day working remotely and being on-site 4 days at our office in Rock Hill SC, United States (US)