Technical Support Engineer

ESSENTIAL DUTIES AND RESPONSIBILITIES

The person filling this position will provide full time phone / email technical support for the GPU and PCA product line. This person will reside in the Palmetto facility and will be part of a the Customer Support Team. Specific duties will include:

• Response to First Line Technical Support Requests received via support email of direct email or phone calls
• Assist the customer to order parts and determine what parts may be required.
• Archive Service Reports of works orders and/or warranty works orders
• Conduct Customer Product Training
• Test of spare power modules and software programming for spares orders
• In-house repairs
• Management of Customer Support (Supply) stock items
• Spares order processing
• In cooperation with Sales Director, Senior Manager and Accounting, manage/review customer accounts: terms, limit, discounts
• Assist R&D with root course to component failure
• Work as part of the Customer Support team to track trends in equipment issues for improvement opportunities,
• Sustain good work environment and development of tools, documentations, instructions etc.
• Document and maintain knowledge database (ex. Customer asks & we answer)
• Create troubleshooting guides as an aid to send to customers
• Primary Warranty Claim initiators
• Some on-site Test, Commissioning and Product Training / technical support and repair works
• Assist with repair works orders.
• Create and/or assist Product Managers with development and improvement of customer work instructions of how to replace components and update manuals and maintenance documents etc
• Utilize metrics to assure the team is providing the superior support our customer expect, and setting goals for department improvements

Requirements

QUALIFYING REQUIREMENTS

• Minimum five (5) years’ experience in the troubleshooting and repair of power generating equipment. Prior aircraft GSE experience preferred.
• Exceptional troubleshooting ability utilizing schematics, technical manuals, and assembly drawings.
• The ideal candidate will have prior experience with aircraft ground support equipment including: Mobile diesel GPUs. Solid state frequency converters, Engine driven generators, solid state power inverters, pre-conditioned air systems.
• Bi-lingual (English/Spanish) is a plus, but not required.
• 2-year associate/technical degree in electronics or electrical engineering, military technical “C” school is also acceptable. Job experience can be considered in lieu of education.
• Exceptional interpersonal/communication skills (phone and email).

Excellent computer skills, fluent in Microsoft Office suite.