Technical Service Representative

Your role

As a Technical Service Representative, your mission is to provide office-based technical support for diesel-powered generators and energy storage systems within a dealer/distributor organization. This role supports internal service teams by assisting with technical issue resolution, controller diagnostics, documentation, and warranty claim review. The position emphasizes technical accuracy, process adherence, and operational support rather than direct customer engagement.

Responsibilities include:

• 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
• Assist 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
• Validate failure descriptions, diagnostic steps, controller data, labor, and parts usage against warranty guidelines
• Identify discrepancies or missing information and coordinate corrections with internal teams
• Support timely warranty claim processing and approval workflows.
• Assist with 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.
• Work to understand and utilize information and communication systems and tools (i.e. e-mail, SAP, BPCS, Microsoft Office software, etc.)
• Act on behalf of peer group members in their absence as and when called upon to do so either by design or circumstance.
• Perform other duties as assigned.

To succeed, you will need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

You have a minimum of 2 years of experience supporting power generation or industrial equipment.

You have an Associate’s or Bachelor’s degree in Engineering, Industrial Technology, Diesel Technology, or a related field (or equivalent field experience)

Desired Skills:

• 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.

Travel: this position requires a modest level of travel within the United States and internationally, up to 50%.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

This role offers a 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).

Contact information

 Talent Acquisition Team: Betsy Elizabeth Griffith