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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer Team Leader - **Company:** Deep Sea Electronics Ltd - **Location:** Rockford, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Remote Desktop Services, Salesforce.Com - **Published:** July 28, 2026 - **Apply:** https://www.deepseaelectronics.com/public/uploads/careers/Technical%20Support%20Engineer%20USA%20-%20Job%20Description.pdf ## About the Role * General generator application and * Knowledge of a wide range of engines, system knowledge alternators, governors and AVRs, * Excellent communications skills * Confident presentation skills * Confident IT skills * Ability to pick up technical product * Ability to work at a high level of information concentration and commitment * Ability to work in a demanding, fast * Ability to operate under own initiative as paced environment well as possessing strong team working skills * Excellent time management skills Experience Essential: Desirable: * Recent experience in the generators * Experience of synchronising and load and the diesel generator industry sharing of generators * Relevant experience in a customer- * Experience in paralleling generators to based environment the mains (grid) supply * Electronic fault finding * Knowledge of electrical topologies and distribution both high voltage and low voltage, Essential: Desirable: * Educated to a HNC level in Electrical * Educated to a degree level in and Electronic Engineering or Electrical/Electronic Engineering or equivalent by industry experience equivalent by industry experience * Qualifications from engine and alternator manufacturers ## Description * 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 * Process incoming returned products submitted under a Return Material Authorization (RMA) * Create and manage RMA cases in Salesforce, ensuring timely communication and regular updates are provided to the customer * Conduct testing and fault analysis on products covered under warranty to determine the root cause of the reported issue * Escalate potential manufacturing defects to the UK production facility for technical review and assessment, * Where a manufacturing fault is confirmed, liaise with the customer to arrange either a replacement product or the issuance of a credit note * Where the investigation determines the failure was caused by misuse, incorrect installation, or an unsuitable application, communicate the findings clearly to the customer 3.0 Internal & 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 4.0 Key Performance Indicators * Performance against technical support targets * Consistent effective contributions to all the team's processes and activities, ensuring continuous improvements to the high-quality technical support services provided to DSE customers * Optimum use of working time through effective time management and communications ## Related Videos - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Headless Flipper - embeddable mobile devtools for your CI and beyond](https://www.wearedevelopers.com/videos/451-headless-flipper-embeddable-mobile-devtools-for-your-ci-and-beyond) - [Agile work at CARIAD – Creating a customer web application for controlling the vehicle ](https://www.wearedevelopers.com/videos/200-agile-work-at-cariad-creating-a-customer-web-application-for-controlling-the-vehicle) - [Solve the “But it works on my machine!” problem with cloud-based development environments](https://www.wearedevelopers.com/videos/469-solve-the-but-it-works-on-my-machine-problem-with-cloud-based-development-environments) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Containers and Kubernetes made easy: Deep dive into Podman Desktop and new AI capabilities](https://www.wearedevelopers.com/videos/1133-containers-and-kubernetes-made-easy-deep-dive-into-podman-desktop-and-new-ai-capabilities) ## Related Articles - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)