Senior Generator Product Support Specialist

Generac Power Systems Inc.; Delaware; On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health benefits

Onsite gym

Product loan

Discount programs

Volunteer Time Off

Job summary

Generac Power Systems Inc. is seeking a Senior Generator Product Support Specialist to deliver advanced technical support to our authorized dealer network, troubleshoot field issues, and authorize warranty repairs with minimal guidance.

The role also develops troubleshooting procedures, creates content for new products, and mentors the technical support team. You will handle highly escalated cases, assist with on-site diagnostics, and coordinate with quality and engineering to drive fixes and

Qualifications

• Associate’s degree in automotive or diesel technology or equivalent.
• 7 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators.
• Strong problem-solving and diagnostic skills.
• Ability to communicate clearly with dealers and internal teams.
• Experience with warranty systems and claims processing is a plus.

Responsibilities

• Answer inbound calls and emails from dealer technicians.
• Provide troubleshooting support for complex issues.
• Authorize warranty repairs with limited supervision.
• Mentor other specialists and contribute to technical content.
• Assist on-site troubleshooting and document product failures.
• Coordinate with quality and engineering teams.

Skills

Mechanical theory

Electrical theory

Wiring diagrams

Customer service

Verbal and written communication

Engine diagnostics

Control systems basics

Leadership/mentoring

Troubleshooting complex issues

Education

Associate’s degree in automotive or diesel technology

Bachelor’s degree in technical field

Tools

SAP

GenService

Salesforce

Windchill

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 Senior Generator Product Support Specialist is responsible for providing advanced technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs autonomously with minimal guidance from leadership. This role develops and maintains technical troubleshooting procedures, creates technical content for new product introductions, serves as a mentor to the rest of the technical support department, and manages highly escalated or technical cases involving key accounts.

Major Responsibilities:

• Answers inbound calls and responds to emails from Dealer Technicians including Master Technicians and answers standard to highly complex questions over the phone.
• Provides accurate, timely, and descriptive notes during calls.
• Solve routine to non-routine issues.
• Instructs new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.
• Troubleshoots with the dealer technician to resolve highly complex issues with the product in the field.
• Assists with on-site troubleshooting, diagnosis, and repairs as required.
• Gathers and prepares documentation regarding product failures for further analysis by quality and engineering teams.

Other Duties assigned and the following:

• Mentors less experienced Industrial Technical Support Specialists.
• Monitors and answers emails from the Industrial Service inbox including special equipment requests.
• Overtime may be required depending on market conditions.

Minimum Job Requirements:

• Associate’s degree in automotive or diesel technology or equivalent experience in related technical field
• 7 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators

Knowledge / Skills / Abilities:

• Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory.
• Be able to read and follow wiring diagrams and schematics.
• Excellent Customer Service skills.
• Ability to communicate verbally and in writing in a professional manner.
• Solid understanding and knowledge of engine diagnostics and troubleshooting of gensets.
• Ability to remain calm in high stress situations.
• Solid knowledge of Microsoft office suite.
• Developing leadership competencies.
• An ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience.
• Advanced Problem-solving skills.
• Basic knowledge of control system programming.

Preferred Job Requirements:

• Generac Master Certification or equivalent
• Bachelor’s Degree in technical field
• Bilingual Spanish
• 3 years of AC or DC Electrical experience
• Experience working with SAP, GenService, Salesforce and windchill

Great Reasons to work for Generac:

Competitive Benefits: Health, Dental, Vision, 401k and many more Free onsite gym open Monday through Saturday for Generac employees We offer product loan (for up to 4 days) and discount programs Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.

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 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.

Equal Opportunity Statement:

“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.