Generator Product Support Specialist (Onsite Tech)

Generac Power Systems; Sussex (WI); On-site; GBP 53,000 - 83,000; Full time

Job summary

Generac Power Systems is seeking a Generator Product Support Specialist to provide advanced technical support to our dealer network, fielding and resolving service issues, and authorizing warranty repairs with minimal guidance. The role develops troubleshooting procedures, creates content for new product introductions, and mentors the technical support team.

This position reports to our Sussex office and requires an onsite presence five days per week, with responsibilities spanning field

Qualifications

• Associate17s degree in automotive or diesel technology or equivalent.
• 3 years of related technical experience in automotive repair, diesel engines, gaseous engines, or generators.

Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians and answer standard to highly complex questions.
• Provide accurate, timely, and descriptive notes during calls.
• Solves routine to non-routine issues.
• 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.
• 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.

Skills

Mechanical fundamentals

Electrical fundamentals

Wiring diagrams

Customer service

Communication skills

Engine diagnostics

Genset troubleshooting

Microsoft Office

Leadership development

Technical communication

Problem solving

Control systems basics

Education

Associate’s degree in automotive or diesel technology

Tools

SAP

GenService

Salesforce

Windchill

Job description

Generac Power Systems is seeking a Generator Product Support Specialist to provide advanced technical support to our dealer network, fielding and resolving service issues, and authorizing warranty repairs with minimal guidance. The role develops troubleshooting procedures, creates content for new product introductions, and mentors the technical support team.

This position reports to our Sussex office and requires an onsite presence five days per week, with responsibilities spanning field