Power Generation Technical Service Representative

Generac; Waukesha (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

Generac is seeking a Power Generation Technical Service Representative to provide technical assistance and authorize warranty repairs for our dealer network in Wisconsin. This on-site role at our Waukesha Headquarters requires coordinating with supervisors and leading remote diagnostics as needed.

Responsibilities include answering dealer questions, documenting cases, and guiding technicians through warranty submissions.

Qualifications

• Associates degree or equivalent experience in a relevant technical field.
• Bachelor’s Degree is preferred.
• Bilingual Spanish is a plus.

Responsibilities

• Answer inbound calls and emails from Dealer Technicians; respond to standard questions.
• Provide accurate, timely notes during calls.
• Assist Dealer Technicians with remote diagnostic tools.
• Follow diagnostic techniques to troubleshoot installed systems.
• Gather and prepare documentation on product failure and improvement.
• Instruct dealer technicians on navigating warranty systems and submitting claims online.

Skills

Customer Service

Verbal Communication

Written Communication

Troubleshooting

Microsoft Office

Remote Diagnostics

Education

Associate degree

Bachelor’s Degree

Tools

MS Office

Job description

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.