Industrial Technical Support Specialist

Generac Power Systems • Sussex, WI • 1h ago

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Industrial Technical Support Specialist II is responsible for providing advanced technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs autonomously with minimal guidance from leadership.

This role develops and maintains technical troubleshooting procedures, creates technical content for new product introductions, serves as a mentor to the rest of the technical support department, and manages highly escalated or technical cases involving key accounts.

Minimum Qualifications:

Associate's degree in automotive or diesel technology or equivalent experience in related technical field

3 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators

Preferred Qualifications:

Generac Master Certification or equivalent

Bachelor's Degree in technical field

Bilingual Spanish

3 years of AC or DC Electrical experience

Experience working with SAP, GenService, Salesforce and windchill

Essential Duties:

50%

Answer inbound calls and respond to emails from Dealer Technicians including master technicians and answer standard to highly complex questions over the phone.

Provide accurate, timely, and descriptive notes during calls.

Solves routine to non-routine issues.

40%

Instruct new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.

Troubleshoot with the dealer technician to resolve highly complex issues with the product in the field.

Assist with on-site troubleshooting, diagnosis, and repair as required.

10%

Gather and prepare documentation regarding product failure for further analysis by quality and engineering teams.

Mentors less experienced technical service representatives.

Monitor and answer emails from the Industrial Service inbox including special equipment requests.

Overtime may be required depending on market conditions.

Knowledge, Skills, and Abilities:

Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory. Be able to read and follow wiring diagrams and schematics.

Excellent Customer Service skills.

Ability to communicate verbally and in writing in a professional manner.

Solid understanding and knowledge of engine diagnostics and troubleshooting of gensets.

Ability to remain calm in high stress situations.

Solid knowledge of Microsoft office suite.

Developing leadership competencies.

An ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience.

Advanced Problem-solving skills.

Basic knowledge of control system programming.

Physical Demands : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.

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