Power Generation Technical Service Representative

Generac; Waukesha (WI); On-site; USD 40,000 - 50,000; Full time

Job summary

A leading energy solutions company is seeking a Technical Service Representative I - Electromechanical in Waukesha, Wisconsin. This on-site role involves providing technical assistance, authorizing warranty repairs, and supporting our dealer network. Ideal candidates should have an Associates degree in a relevant technical field, excellent customer service and communication skills, and troubleshooting abilities. Bilingual in Spanish is preferred. Responsibilities include assisting dealer technicians and resolving customer inquiries.

Qualifications

• Associates degree or equivalent experience in relevant technical field.
• Bilingual Spanish preferred.
• Basic understanding of mechanical and electrical (AC/DC) theory.

Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians.
• Provide accurate, timely, and descriptive notes during calls.
• Assist Dealer Technicians with remote diagnostic tools.
• Follow established diagnostic techniques to troubleshoot systems.
• Gather documentation regarding product failure and improvement.

Skills

Customer Service skills

Communication skills

Troubleshooting skills

Active listening skills

Education

Associates degree in a relevant technical field

Bachelor’s Degree

Tools

Microsoft Office suite

Job description

The Technical Service Representative I - Electromechanical 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.

Additional Requirements

• 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.
• Troubleshooting skills.