Network Operations Center Specialist

DR Power LLP; Sussex, Northern (WI, KY); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Generac is seeking a Customer Service/Support professional to oversee service cases for network-connected generators, coordinating with dealers and national accounts. The role involves remote monitoring, issue resolution, and ensuring timely customer satisfaction.

The ideal candidate has an associate degree or equivalent experience and at least two years in customer service or sales, with strong communication, organization, and relationship-building skills.

Qualifications

• Associate’s degree or equivalent work experience.
• Two years’ experience in customer service or sales.
• Ability to learn technical information and build relationships.

Responsibilities

• Manage service cases from request to resolution with dealers and customers.
• Remotely monitor generators to identify and resolve problems.
• Escalate to technical personnel as needed and coordinate field service.
• Audit reports, requests, complaints, and invoices with internal teams.

Skills

Technical knowledge

Relationship building

Communication skills

Self-starter

Negotiation

Organizational skills

Problem solving

Education

Associate’s degree or equivalent work experience

Tools

Microsoft Office

Excel

SAP

Salesforce

Job description

We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us?

Provides network monitoring and support services to customers with technical problems and issues involving network-connected generators using remote access. Serves as the key pivoting point of support for customers and dealers, becoming integral to the management of our customer’s generator fleet. Manages service cases from start to resolution by troubleshooting and coordinating customer service response including field service dispatching and managing service and warranty cases for our national account and telecom customers.

Responsibilities

Manages the service process from receiving customer requests, notifying dealers, closing service cases, and auditing reports, requests, complaints, and invoices by working closely with our dealer network (IDCs), national account and telecom customers, and internal warranty/service/sales departments. Remotely monitors network connected generators and related components to detect, analyze, and resolve technical problems and issues while minimizing impact on customer service. Serves as the first point of technical contact to resolve issues prior to dispatching dealer technicians. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Evaluate service gaps and work collaboratively and cross-functionally to close.

Minimum Job Requirements

Associate’s degree or equivalent work experience Two years of experience in customer service or sales-oriented roles Knowledge, Skills, and Abilities: Ability to learn and retain technical information with a focus on industrial connectivity solutions. Ability to develop and foster business relationships. Detailed, focused, and excellent organizational skills. Strong follow-through, relentless about ensuring customer satisfaction. Ability to work independently in an entrepreneurial culture. Ability to convert metrics into meaningful information. Strong presentation, verbal and written communication skills. Self-starter with initiative and vision; ability to manage multiple projects simultaneously. Ability to work in a fast-paced environment. Excellent communication/presentation skills. Strong negotiation skills Knowledge of Microsoft Office with strong skills in Excel

Preferred Qualifications

Experience managing relationships including influencing outcomes, resolving conflict, collaborating to solve technical or resource challenges. Previous experience or training in a technical area Previous experience or training using an ERP and CRM, preferably SAP and Salesforce

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 may occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.

“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.”

We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us? 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.