Technical Support Representative

DR Power LLP; Waukesha (WI); On-site; USD 50,000 - 70,000; Full time

Job summary

DR Power LLP is seeking a Technical Support Representative III in Waukesha, WI. In this role, you will provide comprehensive technical support to dealers, resolve service issues, and document requests. The ideal candidate should possess an Associates Degree and have 3 years of relevant technical experience, with strong skills in troubleshooting and customer service. Join a company dedicated to innovation with opportunities for advancement.

Qualifications

• 3 years of related technical experience.
• Strong understanding of basic mechanical and electrical (AC/DC) theory.
• Deep knowledge of inverter and solar+battery function.

Responsibilities

• Provide technical support to the dealer network.
• Document customer requests and ensure timely resolution.
• Mentor less experienced technical service representatives.

Skills

Technical troubleshooting

Customer service

Mechanical and electrical theory

Microsoft Office Suite

Education

Associates Degree or equivalent experience

Job description

**GENERAC COOKIE NOTICE**Last Updated: June 19, 2024**1. INTRODUCTION**will apply and supplement this Cookie Notice.or .The length of time a cookie will stay on your browsing device depends on whether it is a "session" or a "persistent" cookie.**7. CHANGES TO THIS NOTICE**From time to time, we may update or modify this Cookie Notice, in our sole discretion, to reflect changes in legal and regulatory requirements and our business practices. The updated Cookie Notice will be posted on the Website with a change to the “Last Updated” date (located at the top of this Cookie Notice). We encourage you to review this page periodically to stay informed. The updated Cookie Notice will take effect immediately after being posted or as otherwise notified by us.**8. CONTACTING US**[e-mail] Support Representative page is loaded## Technical Support Representativelocations: Waukesha, WI - USA: South Portland, ME - USA: North Billerica, MA - USA: Reno, NV - USAtime type: Full timeposted on: Posted Todayjob requisition id: JR13560**We are Generac, a leading energy technology company committed to powering a smarter world.**Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.The **Technical Support Representative III** is responsible for providing technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs (including sending parts) under limited supervision and minimal guidance from Supervisor. Assist customers (external and internal) in a variety of questions, requests, and issues. Effectively research, document, track and monitor customers' requests and issues to ensure timely resolution.**Major Responsibilities*** Answer inbound calls and respond to emails from Dealer Technicians and answers 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. Makes decisions on warranty concessions.* Mentor less experienced technical service representatives* Serve as technical expert for team and escalated calls* Advocate for product or document changes**Minimum Job Requirements** Education Associates Degree or equivalent experience in relevant technical field 3 years related technical experience **Knowledge / Skills / Abilities*** 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 suit* Leadership and team competencies* Ability to effectively communicate technical concepts, regardless of varying degrees of customers' technical experience* Ability to work independently and make decisions in the best interest of the customer and the company* Advanced trouble shooting skills with emphasis on creative problem solving* Advanced knowledge of system integration and device programming**Physical Demands**: 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 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.*“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.”*