Customer Solutions Specialist

Generac Power Systems • Waukesha, WI

5d • Onsite

About The Position

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree