Senior Generator Product Support Specialist

Generac Power Systems Inc.; Sussex (WI); Presencial; USD 90.000 - 115.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Onsite gym

Product loan program

Employee discounts

Volunteer Time Off

Fun Days

Descripción de la vacante

Generac Power Systems Inc. seeks a Senior Generator Product Support Specialist to provide advanced technical support to our dealer network, troubleshoot complex 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, support on-site diagnostics, and assist with field repairs as needed, while maintaining clear documentation and

Formación

• Associate degree or equivalent technical experience in automotive or diesel tech.
• 7+ years of related technical experience with generators, engines or diesels.
• Strong reading of schematics and wiring diagrams; good communication skills.
• Ability to troubleshoot and resolve advanced technical issues with calm under pressure.
• Preferred: Generac Master Certification or equivalent; bilingual Spanish a plus.

Responsabilidades

• Answer inbound calls and dealer emails; resolve complex questions by phone.
• Provide troubleshooting support and document notes clearly.
• Authorize warranty repairs with minimal leadership guidance.
• Develop and maintain troubleshooting procedures for products.
• Create technical content for new product introductions.
• Mentor other Industrial Technical Support Specialists.
• Assist on-site troubleshooting, diagnosis and repairs as required.
• Gather documentation on product failures for quality analysis.
• Handle highly escalated cases with key accounts.

Conocimientos

Mechanical & electrical theory

Wiring diagrams

Customer service

Engine diagnostics

Problem solving

Control system programming

Electrical experience

Bilingual Spanish

Troubleshooting

Educación

Associate degree in automotive or diesel technology

Bachelor’s Degree in technical field

Generac Master Certification or equivalent

Herramientas

SAP

GenService

Salesforce

Windchill

Descripción del empleo

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.Solves 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 field7 years related technical experience in automotive repair, diesel engines, gaseous engines, or generatorsKnowledge / 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 equivalentBachelor’s Degree in technical fieldBilingual Spanish 3 years of AC or DC Electrical experienceExperience working with SAP, GenService, Salesforce and windchillGreat Reasons to work for Generac:Competitive Benefits: Health, Dental, Vision, 401k and many moreFree onsite gym open Monday through Saturday for Generac employeesWe offer product loan (for up to 4 days) and discount programsPride! 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 generatorsMake 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.We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.We’re an inclusive company that celebrates differences and keeps equity and respect at the forefront.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.“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.”