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?
The Industrial Technical Support Specialist II is responsible for providing advanced technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs autonomously with minimal guidance from leadership.
This role develops and maintains technical troubleshooting procedures, creates technical content for new product introductions, serves as a mentor to the rest of the technical support department, and manages highly escalated or technical cases involving key accounts.
**This position reports to our new Sussex office location and requires an onsite presence five days per week.** N64W23110 Main Street, Sussex, WI
Minimum Qualifications:
Associate’s degree in automotive or diesel technology or equivalent experience in related technical field
3 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators
Preferred Qualifications:
Generac Master Certification or equivalent
Bachelor’s Degree in technical field
Bilingual Spanish
3 years of AC or DC Electrical experience
Experience working with SAP, GenService,Salesforceand windchill
Essential Duties:
50%
Answer inbound calls and respond to emails from Dealer Technicians including master techniciansand answer standard to highly complex questions over the phone.
Provide accurate, timely, and descriptive notes during calls.
Solves routine to non-routine issues
40%
Instruct new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.
Troubleshoot with the dealer technician to resolve highly complex issues with the product in the field.
Assist with on-site troubleshooting, diagnosis, and repair as required
10%
Gather and prepare documentation regarding product failure for further analysis by quality and engineering teams
Other Duties assigned and the following:
Mentorsless experienced technical service representatives
Monitor and answer emails from the Industrial Service inbox including special equipment requests.
Overtime may be required depending on market conditions
Knowledge, Skills, & Abilities
Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory
Be able to read and follow wiring diagrams and schematics.
Excellent Customer Service skills
Ability to communicate verbally and in writing in a professional manner.
Solid understanding and knowledge of engine diagnostics and troubleshooting of gensets.
Ability to remain calm in high stress situations
Solid knowledge of Microsoft office suite
Developing leadership competencies
An ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience
Advanced Problem-solving skills.
Basic knowledge of control system 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 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.
#LI-KA1
“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.”
Generac is the total energy solutions company powering a smarter world. We help free people to use energy on their own terms by giving them access to reliable energy that is also cleaner, more efficient and better managed.
We do this by making homes a sanctuary where people have reliable power so they can safely and comfortably work, learn and entertain. Around the world, our commercial and industrial solutions are trusted to power and support businesses and critical infrastructure to protect against the challenges of an aging power grid, increasingly severe weather and escalating energy demands and rising rates.
As an industry pioneer, we are relentlessly focused on the future of energy management. We’re ushering in a new era of energy solutions where we are exploring new technologies, delivering connected solutions and protecting against increasing energy costs for consumers and commercial users.
