About Piller Power Systems
Piller Power Systems is a global leader in mission-critical power protection solutions, providing innovative uninterruptible power supply (UPS) systems and energy technologies that keep essential operations running around the world. Our solutions support data centers, healthcare organizations, utilities, industrial facilities, government agencies, and other industries where reliable power is critical to business continuity.
Position Summary
The Technical Support Engineer serves as the highest level of technical support for our field service organization, engineering team, customers, and internal staff. This role provides advanced troubleshooting expertise for complex electrical power systems, supports continuous product improvement initiatives, develops technical documentation, delivers technical training, and provides technical support for the business systems and technology that enable our service organization.
Working cross-functionally with Engineering, Operations, Project Management, IT, and our global manufacturing partner, the Technical Support Engineer helps ensure product quality, technical excellence, reliable business systems, and exceptional customer support. While this position is primarily office-based, periodic domestic and international travel is required to support field operations, customer sites, manufacturing facilities, and internal technical needs.
Key Responsibilities
Technical Support & Engineering
- Serve as the primary technical escalation resource for complex field service and customer issues.
- Provide advanced remote and onsite technical support for field technicians, project teams, customers, and internal staff.
- Perform root cause analysis of equipment and system issues and recommend corrective actions.
- Assist Engineering and Operations in resolving product performance and reliability concerns.
- Support equipment inspections, testing, commissioning, and validation activities in the U.S. and internationally as needed.
- Support technicians with software applications, programming tools, and system configuration.
- Provide technical support for internal office technology, including desktops, laptops, printers, mobile devices, Microsoft 365 applications, networking, and business systems.
- Troubleshoot hardware, software, network connectivity, and user access issues, resolving problems directly or coordinating with external IT service providers when appropriate.
- Assist with the deployment, configuration, maintenance, and inventory management of company computers, mobile devices, and technical equipment.
- Support implementation and maintenance of software applications used by Engineering, Operations, and Field Service personnel.
Documentation & Product Support
- Develop, maintain, and continuously improve technical documentation, including:
- Startup procedures
- Programming guides
- Operator manuals
- Technical specifications
- Spare parts documentation
- Product option documentation
- Factory and production test procedures
- Collaborate with global engineering teams to develop and enhance service documentation.
- Review, author, and approve Method of Procedure (MOP) documents for field service activities.
Product Quality & Continuous Improvement
- Coordinate the Non-Conformance Report (NCR) process with global engineering and manufacturing teams.
- Participate in product quality reviews and continuous improvement initiatives.
- Escalate recurring technical or product quality concerns to leadership.
- Support development and distribution of Root Cause Analysis (RCA) reports.
Training & Knowledge Sharing
- Design, develop, and deliver technical training programs for field service technicians.
- Conduct customer training on equipment operation and maintenance.
- Mentor and coach technicians on advanced troubleshooting techniques and best practices.
Cross-Functional Collaboration
- Partner with Engineering, Operations, Project Management, Service, and IT teams to support successful project execution.
- Contribute technical expertise to special projects and process improvement initiatives.
- Perform other duties as assigned.
Required Qualifications
Education
- Bachelor's degree in Electrical Engineering or a related engineering discipline.
Experience
- Minimum of seven (7) years of experience supporting industrial electrical power systems in military, commercial, or equivalent environments.
- Demonstrated expertise in uninterruptible power supply (UPS) systems or comparable critical power technologies.
- Experience troubleshooting SCR and IGBT power electronics.
- Experience with computerized electrical control systems, PLCs, and ladder logic.
- Knowledge of mechanical bearing assemblies and vibration analysis.
- Experience developing technical documentation and conducting technical training is preferred.
- Experience supporting Windows-based computer systems, Microsoft 365, networking, and business technology in a professional environment is preferred.
Technical Knowledge & Skills
- Advanced electrical and electronic troubleshooting skills.
- Strong analytical and root cause analysis capabilities.
- Ability to diagnose complex system failures remotely and onsite.
- Working knowledge of Microsoft Windows operating systems, Microsoft 365, networking fundamentals, and standard office hardware.
- Experience troubleshooting desktop, laptop, printer, mobile device, and network connectivity issues.
- Ability to support both industrial control systems and general business technology.
- Excellent written and verbal communication skills.
- Ability to effectively present technical information to technicians, engineers, customers, and internal employees.
- Proficiency using Microsoft Office and standard engineering software tools.
Licenses & Travel Requirements
- Valid driver's license with an acceptable driving record.
- Valid U.S. Passport or ability to obtain one.
- Ability to qualify for international travel, including Canada.
- Ability to travel domestically and internationally as business needs require.
Physical Requirements
- Ability to lift and move equipment weighing up to 70 pounds, with or without reasonable accommodation.
- Ability to climb ladders and safely access industrial equipment.
- Ability to work in office, manufacturing, and industrial field environments, including occasional exposure to electrical and mechanical equipment.
- Ability to travel to customer locations and manufacturing facilities.
Work Environment
This position is primarily office-based with some remote flexibility as well as periodic travel to customer sites, manufacturing facilities, and field locations. Work may include exposure to industrial environments requiring the use of appropriate personal protective equipment (PPE).
Benefits & Perks
We recognize that our employees are critical to our success and are committed to providing a competitive compensation and benefits package, including:
- Comprehensive Medical, Dental, and Vision Insurance
- 401(k) and Roth 401(k) retirement savings plans with company matching contributions
- Generous Paid Time Off (PTO), including:
- Vacation
- Personal Time
- Sick Time
- Paid company closure between Christmas Day and New Year's Day, allowing employees additional time to relax and recharge with family and friends
- Collaborative team environment with opportunities to work alongside industry experts on mission-critical power systems
Equal Employment Opportunity
We are an Equal Opportunity Employer and are committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
Pay: $95,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Ability to Commute:
- Middletown, NY 10941 (Required)
Work Location: In person
