Technical Support Engineer

Technical Support Engineer role with Piller Power Systems Inc. in Middletown, NY (onsite) offering USD 95,000 to 100,000 per year.

Responsibilities

• Act as the primary technical escalation point for complex field service and customer issues, guiding resolution efforts.
• Deliver advanced remote and on-site support to field technicians, project teams, customers, and internal staff.
• Perform root cause analysis of equipment and system problems and propose corrective actions.
• Collaborate with Engineering and Operations to address performance and reliability concerns.
• Assist with inspections, testing, commissioning, and validation of equipment both in the U.S. and internationally as needed.
• Support technicians with software tools, programming utilities, 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 directly or coordinating with external IT providers when appropriate.
• Assist with deploying, configuring, maintaining, and inventorying company computers, mobile devices, and technical equipment.
• Support the deployment and maintenance of software applications used by Engineering, Operations, and Field Service personnel.
• Develop and maintain technical documentation, including startup procedures, programming guides, operator manuals, technical specifications, spare parts documentation, product option documentation, and factory/test procedures; collaborate with global engineering teams to improve service documentation.
• Review, author, and approve Method of Procedure (MOP) documents for field service activities.
• 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.
• Design, develop, and deliver technical training programs for field service technicians; conduct customer training on operation and maintenance.
• Mentor technicians on advanced troubleshooting techniques and best practices.
• Collaborate 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.

Requirements

• Bachelor's degree in Electrical Engineering or a related engineering discipline.
• At least seven years of experience supporting industrial electrical power systems in military, commercial, or equivalent environments.
• Proven expertise with uninterruptible power supply (UPS) systems or similar critical power technologies.
• Hands-on 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.
• Technical documentation development and training delivery experience is preferred.
• Experience supporting Windows-based computer systems, Microsoft 365, networking, and business technology in a professional setting is preferred.
• Strong electrical and electronic troubleshooting skills with advanced problem-solving abilities.
• Analytical mindset with solid root cause analysis capabilities.
• Ability to diagnose complex failures remotely and on site.
• Working knowledge of Windows operating systems, Microsoft 365, networking fundamentals, and standard office hardware.
• Experience troubleshooting desktops, laptops, printers, mobile devices, and network connectivity issues.
• Ability to support both industrial control systems and general business technology.
• Excellent written and verbal communication skills; effective at presenting technical information to technicians, engineers, customers, and internal teams.
• Proficiency with Microsoft Office and standard engineering software tools.
• Valid driver's license with an acceptable driving record.
• Valid U.S. passport or the ability to obtain one; eligible for international travel (including Canada).
• Willingness to travel domestically and internationally as business needs require.
• Physical ability to lift and move equipment up to 70 pounds with or without accommodation; ability to climb ladders and access industrial equipment safely.
• Ability to work in office, manufacturing, and enterprise field environments, including exposure to electrical and mechanical equipment; travel to customer locations and manufacturing facilities as needed.

Technologies

• Microsoft Windows
• Microsoft 365
• Microsoft Office
• Ladder logic
• PLCs
• SCR power electronics
• IGBT power electronics

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Environment

This role is primarily office-based with some remote flexibility and periodic travel to customer sites, manufacturing facilities, and field locations. Occasional exposure to industrial environments may require appropriate personal protective equipment (PPE).