Technical Support Representative

Jobtailor; Nevada (IA); On-site; USD 50,000 - 75,000; Full time

Job summary

Generac is seeking a Technical Service Representative to answer dealer calls, diagnose issues, and provide expert guidance on warranty systems and product failures. The role involves on-site troubleshooting, documenting problems, and mentoring junior staff to ensure high-quality customer support.

The position requires an Associates Degree or equivalent technical experience, strong mechanical/electrical knowledge, and excellent communication.

Qualifications

• Associates Degree or equivalent experience in relevant technical field.
• 3 years related technical experience.
• Strong understanding of basic mechanical and electrical (AC/DC) theory.
• Excellent customer service skills.
• Excellent written and verbal communication skills in a professional and technical manner.
• Active listening skills.
• Deep understanding and knowledge of inverter and solar+battery function.
• Ability to remain calm in high-stress situations.
• Advanced troubleshooting with emphasis on creative problem solving.
• Advanced knowledge of system integration and device programming.

Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians and answer standard to complex questions over the phone, email or in person.
• Provide accurate, timely, and descriptive notes during calls.
• Solve a range of routine to complex problems.
• Document unknown problems.
• Troubleshoot with the dealer technician to resolve increasingly complex issues with the product in the field.
• Gather and prepare documentation regarding product failure and make recommendations.
• Perform on-site troubleshooting, diagnosis, and repair as required.
• Track and analyze product failure trends.
• Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically.
• Make decisions on warranty concessions.
• Mentor less experienced technical service representatives.
• Serve as technical expert for team and escalated calls.

Skills

Customer service

Communication skills

Active listening

Troubleshooting

Creative problem solving

Inverter knowledge

Education

Associates Degree

Tools

Microsoft Office Suite

Warranty Systems

Job description

Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians and answer standard to complex questions over the phone, email or in person
• Provide accurate, timely, and descriptive notes during calls
• Solve a range of routine to complex problems
• Document unknown problems
• Troubleshoot with the dealer technician to resolve increasingly complex issues with the product in the field
• Gather and prepare documentation regarding product failure and make recommendations
• Perform on-site troubleshooting, diagnosis, and repair as required
• Track and analyze product failure trends
• Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically.
• Make decisions on warranty concessions.
• Mentor less experienced technical service representatives
• Serve as technical expert for team and escalated calls

Requirements

• Associates Degree or equivalent experience in relevant technical field
• 3 years related technical experience
• Strong understanding of basic mechanical and electrical (AC/DC) theory
• Excellent Customer Service skills
• Excellent written and verbal communication skills in a professional and technical manner
• Active listening skills
• Deep understanding and knowledge of inverter and solar+battery function
• Ability to remain calm in high-stress situations
• Strong knowledge of Microsoft office suite
• Advanced trouble shooting skills with emphasis on creative problem solving
• Advanced knowledge of system integration and device programming

Core Competencies

Demonstrates expertise in troubleshooting, diagnosis, and repair of mechanical and electrical systems, with a strong focus on customer service and effective communication. Capable of mentoring and instructing others while analyzing product failure trends and making informed recommendations.

Certifications & Qualifications

• Associates Degree

Tools & Technologies

• Microsoft Office Suite
• Warranty Systems