Technical Support Representative

Generac Power Systems Inc; City of Pewaukee (WI); On-site; USD 70,000 - 90,000; Full time

Job summary

Generac Power Systems Inc is seeking a Technical Support Representative III to join our team. You will provide advanced technical support for Generac generators, transfer switches, solar inverters, and battery storage products, working closely with our dealer network to diagnose issues, guide troubleshooting, and authorize warranty repairs.

You will document interactions, perform on-site diagnostics, and mentor junior techs to ensure customer success.

Qualifications

• Associate degree or equivalent technical experience.
• 3 years of technical experience related to power generation or energy technology.
• Strong understanding of electrical theory and AC/DC power fundamentals.
• Excellent written and verbal communication, ability to explain complex concepts clearly.

Responsibilities

• Answer inbound calls and emails from dealer technicians with complex inquiries.
• Document customer interactions and troubleshooting steps thoroughly.
• Troubleshoot mechanical, electrical, and controls-related issues; escalate as needed.
• Perform on-site diagnostics, inspections, and repair support as required.
• Mentor junior technical service representatives and share knowledge with dealers.

Skills

Mechanical systems

Electrical theory

Customer service

Communication skills

Troubleshooting

Problem solving

Microsoft Office

Team leadership

Education

Associate degree or equivalent technical field

Tools

Diagnostic equipment

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?Position OverviewThe Technical Support Representative III provides advanced technical support for Generac generators, transfer switches, solar inverter systems, and battery energy storage products. This role partners with Generac's authorized dealer network to diagnose mechanical and electrical product issues, provide troubleshooting guidance, and authorize warranty repairs. The Technical Support Representative III serves as a technical resource for dealers and internal teams, leveraging expertise in power generation and energy technology products to resolve complex field issues and deliver an exceptional customer experience.Products SupportedHome standby generatorsPortable generatorsTransfer switchesInverter systemsBattery energy storage systemsEngine- and alternator-driven power generation equipmentSolar InvertersMajor ResponsibilitiesAnswer inbound calls and respond to emails from dealer technicians, providing support for complex mechanical, electrical, and product performance inquiries.Provide accurate, timely, and descriptive documentation of customer interactions and troubleshooting activities.Solve a range of routine to complex product and technical issues.Document unresolved product issues and escalate findings as appropriate.Troubleshoot mechanical, electrical, controls-related, and operational issues with dealer technicians to resolve increasingly complex field concerns.Gather and prepare documentation regarding product and component failures, identify potential root causes, and make recommendations for corrective action.Perform on-site troubleshooting, diagnostics, inspections, and repair support as required.Track and analyze product failure trends and communicate findings to appropriate stakeholders.Instruct new dealer technicians on warranty processes and systems and assist with electronic claim submission. Make decisions regarding warranty concessions.Mentor less experienced technical service representatives through coaching and technical guidance.Serve as a subject matter expert for complex generator, inverter, and energy storage troubleshooting cases.Advocate for product improvements, troubleshooting resources, and technical documentation enhancements.Minimum Job RequirementsEducationAssociate degree or equivalent experience in a relevant technical field.Experience3 years of technical experience related.Knowledge / Skills / AbilitiesStrong understanding of mechanical systems and electrical theory, including AC/DC power fundamentals.Excellent customer service skills.Excellent written and verbal communication skills with the ability to communicate complex technical concepts to audiences with varying levels of technical expertise.Strong active listening skills.Deep understanding of inverter technologies, battery energy storage systems, electrical controls, and solar integration.Ability to remain calm and effective in high-stress situations.Strong knowledge of Microsoft Office Suite.Demonstrated leadership and team collaboration competencies.Ability to work independently and make decisions in the best interest of the customer and the company.Advanced electrical and mechanical troubleshooting skills with an emphasis on diagnostics, root-cause analysis, and creative problem solving.Advanced knowledge of generator controls, power generation equipment, inverter technologies, battery storage systems, product configuration, and equipment integration.Office Environment: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.”