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?
TheManager, Technical Supportwill lead a teamoftechnical support representatives and Technical Support Engineers whoareresponsible forensuringDealersatisfaction on all levels of business byprovidinghighly technicalphone troubleshooting,system diagnostics, warranty replacement parts,and knowledge management content creation, forvariousGeneracHomeproducts.This position isresponsibleoverseeing dailyoperations of technical supportteams, andworking with senior leadership to execute the overall vision ofHometechnical support
MINIMUM QUALIFICATIONS
BachelorsDegreein Electrical Engineering,or Mechanical Engineeringandrelevantexperience
5+ years of experience runningB2Btechnical support teams.
2+ years of experience working with Solar + Storage.
PREFERRED QUALIFICATIONS
Experience and sound knowledge ofGeneracClean Energyproducts andinitiative to learn other Generac Home products
Experienced inPowerElectronics
Previousexperience usingSalesforce
Indepthunderstanding ofresidential electrical systems
Experience operating complex phonesystems
Experience withAI tools tooptimizeinternal and external systems
Experience with knowledge management systems
ESSENTIAL DUTIES:
75%
Supervision
Selects,coachesand develops staff.Setsclear expectations to inspire and motivate the team. Manages performance-- recognizing achievement,providingfeedbackand administering progressive discipline when necessary.
Tracks and creates reports on specific key performance indicators, feedback is provided to individual contributors, supervisors, and executive staff
Managesall aspects of the technical support organization
Develops and creates monthly, quarterly, and annual goals for the department.
Works closely with otherbusinessgroups withing Generac to ensure
Oversees highly escalated cases anddelegateswork toappropriate resourceswithin the technical support team.
Manage the workflow of many individual contributors developing Generac Clean Energy Dealer and Consumer facing knowledge base.
25%
Individual Contributor
Work with the GeneracHomeproduct engineering team toidentify, diagnose, andprovidereliable solutions for escalated technicalsupportissues toassurecomplete customerdealersatisfaction
Support the design and development of new product introductions, and product improvements to ensure GeneracHomecreatingproducts that meet the needs of our customers
Providetechnical guidance to internal and external sales& serviceassociates
Manage escalated and highly escalated technical support and service requests from various departments
Providetechnical guidance for the development of CES training materials, manuals, and other new or updated technical content before published
Records detailed information oftechnical support activities
Dispatch Field Application Engineers for highlyescalatedsite visits.
Run weekly Tech Talks
Assistwith the development and distribution of service andpartsbulletins to notify customers of product changes or issues.
Coordinate customer calls with regional sales managers to ensure needs of all customers in the territories are met
Provide technical support andadditionalcompany presence at national and regional industry trade shows
Provide written weekly reports to manager covering accounts visited, service schools provided, product issues/ concerns,possible sales opportunities, and competitor information
KNOWLEDGE,SKILLSAND ABILITIES
Working knowledge ofelectricaldesign, AC and DC circuitry, power generation, wiring schematics, and connection diagrams
Excellent troubleshooting skills, the ability to make independent decisions, and work without directsupervision
Spark Ignitedknowledge
Level of IndependenceThis position acts under the direction oftheSrMgrof Technical Service for Generac Home
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.”
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.
