Sr. Customer Solutions Specialist

Generac•Waukesha, WI

About The Position

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 Customer Solutions Specialist (CSS) delivers high‑quality technical support and service to authorized installers and solar + storage system owners. This role manages service coordination and scheduling, provides troubleshooting assistance, and authorizes warranty repairs with limited supervision. Serving as the primary point of contact for complex, product‑related issues, the CSS works cross‑functionally with Technical Support, Customer Support, and the Legal team to ensure timely and effective resolution. ESSENTIAL DUTIES: 50% Manage escalated cases stemming from certified installer and/or system owners. Provide answers to complex questions using various communication modalities including phone calls, email, video calls, and text messages. Provide accurate, timely, and descriptive notes during calls in Generac’s CRM. Manage service orders with third party providers ensuring a timely response. Work with management and the legal team to determine corrective action for high priority cases 20% Troubleshoot solar + storage product issues with installers/service providers to diagnose root cause and determine corrective action. Manage homeowner experience with “white glove” approach, start to finish. 30% Mentor new hires. Report status updates on critical cases to the Fleet management team, and legal team. Participate in weekly meetings with the legal team on highly escalated cases. Attend and coordinate service dealer meetings. Assist in drafting legal releases related to equipment replacement or homeowner compensation. Other Duties as assigned and the following: Mentors less experienced Customer Solutions Specialists.

Requirements

Associate degree or equivalent experience in relevant technical field.
3+ years working in a B2B and/or B2C support role working high-tech products.

Nice To Haves

Experience providing support in cases resulting in litigation requiring legal research.
BS in Electrical Engineering OR similar discipline.
Paralegal Certificate.
Bi-lingual/Spanish.
Experience and sound knowledge of Generac Clean Energy products .
Familiarity with Salesforce or other CRM platforms.
Familiarity with residential electrical systems.
Understanding of solar PV systems and battery storage systems.

Responsibilities

Manage escalated cases stemming from certified installer and/or system owners.
Provide answers to complex questions using various communication modalities including phone calls, email, video calls, and text messages.
Provide accurate, timely, and descriptive notes during calls in Generac’s CRM.
Manage service orders with third party providers ensuring a timely response.
Work with management and the legal team to determine corrective action for high priority cases
Troubleshoot solar + storage product issues with installers/service providers to diagnose root cause and determine corrective action.
Manage homeowner experience with “white glove” approach, start to finish.
Mentor new hires.
Report status updates on critical cases to the Fleet management team, and legal team.
Participate in weekly meetings with the legal team on highly escalated cases.
Attend and coordinate service dealer meetings.
Assist in drafting legal releases related to equipment replacement or homeowner compensation.
Mentors less experienced Customer Solutions Specialists.