Senior Generator Tech Support Specialist

Generac Power Systems, Inc.; Sussex (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

Generac Power Systems, Inc. in Sussex, WI is seeking a Generator Product Support Specialist to provide advanced technical support to our dealer network, troubleshoot complex service issues, and authorize warranty repairs with minimal guidance.

The role requires an associate degree in automotive or diesel technology (or equivalent), 3 years related technical experience, and familiarity with SAP, GenService, Salesforce and Windchill.

Qualifications

• Associate’s degree in automotive or diesel technology or equivalent experience.
• 3 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators.
• Preferred: Generac Master Certification or equivalent.
• Bachelor’s degree in a technical field.
• Bilingual Spanish.
• 3 years of AC or DC electrical experience.
• Experience with SAP, GenService, Salesforce and Windchill.

Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians including master technicians and answer standard to highly complex questions over the phone.
• Provide accurate, timely, and descriptive notes during calls.
• Solves routine to non-routine issues.
• Instruct new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.
• Troubleshoot with the dealer technician to resolve highly complex issues with the product in the field.
• Assist with on-site troubleshooting, diagnosis, and repair as required.
• Gather and prepare documentation regarding product failure for further analysis by quality and engineering teams.
• Mentors less experienced technical service representatives.
• Monitor and answer emails from the Industrial Service inbox including special equipment requests.

Skills

Customer service

Communication

Problem solving

Leadership

Education

Associate's degree in automotive or diesel technology

Bachelor’s degree in technical field

Tools

SAP

GenService

Salesforce

Windchill

Job description

Generac Power Systems, Inc. in Sussex, WI is seeking a Generator Product Support Specialist to provide advanced technical support to our dealer network, troubleshoot complex service issues, and authorize warranty repairs with minimal guidance.

The role requires an associate degree in automotive or diesel technology (or equivalent), 3 years related technical experience, and familiarity with SAP, GenService, Salesforce and Windchill.