Power Generation Technical Service Representative

West Coast Energy Systems; Reno (NV); On-site; USD 50,000 - 70,000; Full time

Job summary

Generac is seeking a Power Generation Technical Service Representative to provide technical assistance and authorize warranty repairs for our authorized dealer network. The role requires on-site work in Wisconsin, with occasional travel to support field activities.

You will document requests, troubleshoot systems, and guide dealer technicians through warranty claims using Generac's tools. The ideal candidate has an Associates degree or equivalent technical experience, strong customer service,

Qualifications

• Associates degree or equivalent experience in relevant technical field.
• Excellent customer service skills.
• Ability to communicate verbally and in writing in a professional manner. (Technical concepts explained clearly)

Responsibilities

• Answer inbound calls and emails from Dealer Technicians and provide standard answers.
• Use remote diagnostic tools to assist technicians and gather data.
• Follow diagnostic techniques to troubleshoot installed systems.
• Document product failures and improvement opportunities clearly.
• Instruct dealer technicians on warranty systems and claims submission.

Skills

Mechanical knowledge

Electrical knowledge

Customer service

Communication

Active listening

Calm under pressure

MS Office

Technical communication

Troubleshooting

Education

Associates degree

Bachelor's degree

Tools

MS Office

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?

The Power Generation Technical Service Representative is responsible for providing technical assistance and authorizing warranty repairs (including sending parts) to our authorized dealer network. Under general supervision with some guidance from Supervisor and higher level TSRs. Assist customers with questions, requests, and issues. Effectively research, document, track and monitor customers' requests and issues to ensure timely resolution. Set groundwork for escalated cases.

*This is not a remote role, the ideal candidate will need to be located in Wisconsin, due to this position being on-site and reporting into our Waukesha Headquarters*

Major Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians and answer standard questions over the phone
• Provide accurate, timely, and descriptive notes during calls
• Assist Dealer Technicians with remote diagnostic tools
• Follow established diagnostic techniques to troubleshoot installed systems
• Gather and prepare documentation regarding product failure and improvement
• Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically

Minimum Job Requirements

• Associates degree or equivalent experience in relevant technical field

Preferred Qualifications

• Bachelor's Degree
• Bilingual Spanish

Knowledge / Skills / Abilities

• Basic understanding of mechanical and electrical (AC/DC) fundamental theory
• Excellent Customer Service skills
• Ability to communicate verbally and in writing in a professional manner
• Active listening skills
• Ability to remain calm in high-stress situations
• Working knowledge of Microsoft office suite
• Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience
• Trouble-shooting skills

Office Environment

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 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. 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."