Junior Generator Support Technician

Automatic Data Processing, Inc.; Peoria (AZ); On-site; USD 42,000 - 50,000; Full time

Job summary

FIRMAN Power Equipment, Inc. is seeking a Mechanical Support Specialist I to provide first-line technical assistance for generator products. You will interact with customers via phone, email, and chat, document issues, and escalate complex cases to senior staff as needed.

The role requires handling inquiries, locating service centers, and maintaining high service levels while using NetSuite and MS Office tools. Overtime during peak season and occasional travel may be required.

Qualifications

• Customer interaction experience by phone, email, and chat.
• Experience working with outside warehouses.
• Experience using FedEx and UPS shipping interfaces.
• Attention to detail, good follow-through, and organizational skills.
• Excellent critical thinking and quick information application.
• Reliable, flexible, proactive, team-oriented.

Responsibilities

• Communicates with Technical team using Teams.
• Locates service centers for customers requiring repair or maintenance on their generator.
• Maintains professionalism during all customer interactions.
• Demonstrates empathy and patience to customers under stress.
• Uses NetSuite to manage parts orders, customer profiles, support cases, and Shopify orders.
• Responds to chat and email inquiries promptly and accurately.
• Troubleshoots and answers customer inquiries regarding FIRMAN products.

Skills

Customer interaction

Shipping interfaces

Attention to detail

Critical thinking

Reliability

Small engine knowledge

Multitasking

Operations liaison

Bilingual (French/Spanish)

Education

High school diploma or equivalent

Tools

NetSuite

MS Office (Word, Excel, Outlook, PowerPoint)

Shipping interfaces (FedEx/UPS)

Job description

FIRMAN Power Equipment, Inc. is seeking a Mechanical Support Specialist I to provide first-line technical assistance for generator products. You will interact with customers via phone, email, and chat, document issues, and escalate complex cases to senior staff as needed.

The role requires handling inquiries, locating service centers, and maintaining high service levels while using NetSuite and MS Office tools. Overtime during peak season and occasional travel may be required.