Director of Field Service Operations - Data Centers

Generac • Waukesha, WI

4h

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 Director of Field Service Operations, is responsible for delivering exceptional and comprehensive aftersales support for various stationary power generation equipment as offered from the Industrial business unit of Generac Power Systems. This position will develop and manage parts & field support strategies, create and manage direct Field support organizations as well as coordinating dealer support strategy, own the internal and external product training strategy, and collaborate with product teams to resolve issues to enhance customer satisfaction. Key Responsibilities Responsible for overseeing a 24/7 consumer support operation of 100+ agents in a high-volume B2C manufacturing environment. This role ensures a seamless, customer-centric post-sale experience by driving performance across all support channels, meeting key service metrics, and leading process improvements. Mentors team leaders and collaborates cross-functionally to resolve issues and continuously improve the end-to-end experience. Setting performance metrics, communicating with appropriate dealer technicians, and leveraging customer feedback to optimize product reliability and service quality. Build, lead, mentor, and manage a team of market-focused field service professionals to ensure high performance and professional development. Oversee development of regional dealer strategy, training and deployment. Oversee regionalization of after sales and parts support strategy. Develop and implement support strategies and processes to enhance customer satisfaction and operational efficiency. Balancing of team resources vs. customer/dealer urgencies. Oversee the troubleshooting and resolution of technical issues related to stationary power generation equipment. Speed to resolution mindset while not sacrificing quality of workmanship. Drive continuous improvement initiatives to enhance support services, reduce downtime, and optimize product performance. Process mindset. Drive for excellence in execution. Work closely with product development and sales teams & technical support call center to address and resolve product issues and provide feedback for product enhancements. Build and maintain strong relationships with clients, addressing their needs and concerns promptly and effectively. Overcommunication focus is highly valued and may include regular reporting on performances to potential contract metrics. Set and monitor performance metrics for the support team (factory and dealer), ensuring goals are met and service quality is maintained. Develop and support focused engine and generator training programs to ensure the internal and external support team is knowledgeable about products and best practices. Analyze market trends and customer feedback to identify opportunities for product improvement and support innovation. Maintain accurate documentation of support processes and issues and provide regular reports on support activities and outcomes. Support the product documentation creation and release process.

Requirements

• Bachelor’s degree (or equivalent knowledge) in Engineering (Electrical preferred), Business Administration, or equivalent knowledge.
• 7 years of experience in large diesel or natural gas generators product support, technical service management, or a related field.
• 4 years of management level experience
• Experience with large Data Center SLA requirements
• Leadership Principles
• Project Management Professional (PMP)
• Lean Six Sigma Certification
• Product Support / Service certifications (CMRP, CTSP, CSM, etc)
• Uptime Institute market-focused certifications (ATD, ATS, AOP)
• 10+ years of experience and sound knowledge of power generation equipment (reciprocating-engine driven generators, transfer switches, etc.)
• Working knowledge of mechanical design, AC and DC circuitry, power generation, wiring schematics, and connection diagrams
• Excellent troubleshooting skills, the ability to make independent decisions, and work with minimal supervision
• Previous experience using SAP or equivalent ERP, as well as SalesForce

Nice To Haves

• Spark Ignited knowledge a plus
• Master’s degree in Engineering or Business Administration a plus.
• Advanced knowledge of Engine maintenance and troubleshooting of natural gas fuel systems
• Experienced in Electronics, Electromechanical Technology, and/or Data Center design.

Responsibilities

• Responsible for overseeing a 24/7 consumer support operation of 100+ agents in a high-volume B2C manufacturing environment.
• Drive performance across all support channels, meeting key service metrics, and leading process improvements.
• Mentor team leaders and collaborates cross-functionally to resolve issues and continuously improve the end-to-end experience.
• Setting performance metrics, communicating with appropriate dealer technicians, and leveraging customer feedback to optimize product reliability and service quality.
• Build, lead, mentor, and manage a team of market-focused field service professionals to ensure high performance and professional development.
• Oversee development of regional dealer strategy, training and deployment.
• Oversee regionalization of after sales and parts support strategy.
• Develop and implement support strategies and processes to enhance customer satisfaction and operational efficiency.
• Balancing of team resources vs. customer/dealer urgencies.
• Oversee the troubleshooting and resolution of technical issues related to stationary power generation equipment.
• Drive continuous improvement initiatives to enhance support services, reduce downtime, and optimize product performance.
• Work closely with product development and sales teams & technical support call center to address and resolve product issues and provide feedback for product enhancements.
• Build and maintain strong relationships with clients, addressing their needs and concerns promptly and effectively.
• Set and monitor performance metrics for the support team (factory and dealer), ensuring goals are met and service quality is maintained.
• Develop and support focused engine and generator training programs to ensure the internal and external support team is knowledgeable about products and best practices.
• Analyze market trends and customer feedback to identify opportunities for product improvement and support innovation.
• Maintain accurate documentation of support processes and issues and provide regular reports on support activities and outcomes.
• Support the product documentation creation and release process.

Benefits

• Competitive Benefits: Health, Dental, Vision, 401k and many more
• State-of-the-art facility with an onsite gym, walking trails, café, free parking and many employee activities
• Scheduled events throughout the year that allow our employees, both current and retirees, to gather together and enjoy their time with their families and co-workers
• Enjoy summer hours (Memorial Day – Labor Day)
• Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators
• Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.
• We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.
• We’re an inclusive company that celebrates differences and keeps equity and respect at the forefront.
• We offer product loan and discount programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees