Supervisor Technical Service

Generac; Holdrege (NE); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading power solutions company is seeking a Supervisor Technical Service in Holdrege, Nebraska, to oversee a Dealer Technical Support Team. In this role, you will manage employee onboarding, training, and performance while addressing technical inquiries from Dealer Technicians. Applicants should possess an associate's degree and four years of related experience, with strong mechanical knowledge, excellent customer service skills, and the ability to lead effectively. This position provides an opportunity for those passionate about technical support and team development.

Qualifications

• Associate's degree in a related technical field or equivalent experience.
• Four years of related technical experience.
• One year experience leading or mentoring a team.

Responsibilities

• Answer inbound calls from Dealer Technicians.
• Gather documentation regarding product failure.
• Assist in root cause determination.
• Work with Dealer Technicians on warranty systems.
• Serve as technical expert for the team.
• Track and report specific key performance indicators.

Skills

Excellent customer service skills

Ability to communicate verbally and in writing

Ability to work independently and make decisions

Basic mechanical and electrical theory

Solid knowledge of engine maintenance

Working knowledge of Microsoft Office Suite

Ability to remain calm in high stress situations

Strong knowledge of Generac Products

Education

Associate’s degree in related technical field

Bachelor’s degree (preferred)

Tools

SAP or equivalent ERP

Job description

Overview

The Supervisor Technical Service is responsible for the day-to-day supervision of a Dealer Technical Support Team. This includes employee onboarding, training, mentoring and performance management. This position is also responsible for the assigning of specific job duties, tracking and reporting of specific key performance indicators.

Responsibilities

• Answer inbound calls from Dealer Technicians and answer questions over the phone.
• Gather and prepare documentation regarding product failure.
• Assist in determining root cause by analyzing failure modes.
• Work with the Dealer Technicians to troubleshoot how to navigate Generac’s warranty systems and submit claims electronically.
• Serve as technical expert for the team and escalated calls.
• Select, coach and develop staff. Set clear expectations to inspire and motivate the team. Manage performance by recognizing achievement, providing feedback, and administering progressive discipline when necessary.
• Track and create reports on specific key performance indicators.

Minimum Qualifications

• Associate’s degree in related technical field or equivalent experience
• Four (4) years related technical experience
• One (1) year experience leading or mentoring a team of individuals or long-term projects

Knowledge / Skills / Abilities

• Excellent customer service skills
• Ability to communicate verbally and in writing in a professional manner
• Ability to work independently and make decisions in the best interest of the customer and the company
• Strong foundation of basic mechanical and electrical (AC/DC) fundamental theory
• Solid knowledge of engine maintenance and troubleshooting including, air and liquid cooled units and gas, diesel, LP, and natural gas fuel systems
• Working knowledge of Microsoft Office Suite
• Ability to remain calm in high stress situations
• Strong knowledge of Generac Product and applications including, engine maintenance and troubleshooting air and liquid cooled units and gas, diesel, LP, and natural gas fuel systems
• Ability to attend, pass, and maintain current training with 90% score for all Technical Classes offered for Generac Products

Preferred Qualifications

• Bachelor’s degree
• Bilingual Spanish
• Previous experience using SAP or equivalent ERP