Customer Service Engineering Representative

Job Description

JOB SUMMARY: The position is responsible for providing service to our customers in several regions for installation/ troubleshooting of our industrial connectivity platform integration with Generac's electricity generation and power reliability equipment.

MINIMUM QUALIFICATIONS:

• Bachelor of Engineering (Electrical or Mechatronics) with hands on experience with building IOT solutions around electrical generating, measurement and reliability equipment from Generac/ Pramac and/ or Cummins and/ or Kohler and/ or Caterpillar etc.
• Must be familiar with programming of different controllers such as H100, PowerZone, ComAp, Cummins ProtoNode/ PCC, CAT EMCP, Deep Sea 86XX etc.
• Must have worked with Modbus and CAN industrial protocols and various troubleshooting tools such as Wireshark, Modscan etc.
• Must have worked with various PQ measurement instruments such as Veris, AccuEnergy, Schneider etc and instrument transformers.
• Must be aware of safe practices working with electrical equipment
• Should be conversant with Microsoft Azure Cloud or AWS Cloud
• Should have worked with IEC 61131-3 or high level programming languages such as C, C++, C#, Java
• Must be able critical thinker and have excellent time management skills
• 4-5 years of total experience

PREFERRED QUALIFICATIONS:

• Knowledge of SQL server and general database management concepts

ESSENTIAL DUTIES:

• Provide Level 3/ 4 customer service for assigned phone/ tickets to resolve questions related with installation, troubleshooting, issue with Generac Link platform

• Document solutions provided in ticket management system.
• Prepare report with commonly occurring issues identified with proposed preventative/ corrective actions on monthly basis
• Train and mentor less experienced engineers

KNOWLEDGE, SKILLS AND ABILITIES:

• Must be a great team worker and adept to frequent changes in work priorities
• Scripting and automation skills: Proficient in PowerShell, Python or Bash for automating tasks and configurations
• Diagramming and Visualization Tools: Hands on with MS Visio or Lucidchart for creating schematics, electrical/ controls engineering diagrams etc.