Director-Service Technology

Generac•Waukesha, WI

About The Position

Generac is a leading energy technology company with over 60 years of history, dedicated to energy innovation and evolving into an energy technology solutions company. The Director Service Technology is responsible for defining and executing the enterprise service process and technology strategy to enable a differentiated, scalable, and data-driven service experience. This role leads the end-to-end service technology roadmap, encompassing Service Lifecycle Management (SLM), dealer and customer-facing platforms, technical support tools, training portals, eCommerce enablement, and service analytics. With a strong emphasis on customer and dealer experience, operational efficiency, and global scalability, the Director drives the transformation of service operations through digital platforms, standardized processes, and actionable insights. The position involves close collaboration with IT, Service Operations, Engineering, Quality, Commercial, and regional leaders to ensure service technologies align with business strategy, product roadmaps, and continuous improvement objectives across all subsidiaries and markets.

Requirements

Bachelor’s degree in Information Technology, Business, Engineering or equivalent combination of education and experience
10 years’ experience with industry-leading software applications
5 years progressive leadership experience
5 years’ experience in durable goods customer and dealer service for an OEM
Strong attention to detail, outstanding analytical skills, and exceptional communication/interpersonal skills
Desire to seek out improvement opportunities from both a process and system standpoint
Ability to drive results in a fast-paced and constantly changing environment; comfortable handling risk and uncertainty
Strong cross-functional collaborator, team player; highly motivated with a positive attitude
Excellent decision-making skills with a customer focus
Global mindset; communicates effectively across a global organization
Builds constructive and effective relationships across all levels of the organization
Demonstrated experience leading leaders and influencing executive level stakeholders
Proven executive presence with exceptional written, verbal, and presentation skills
Demonstrated success leading enterprise transformation and large scale, cross functional initiatives
Strong business acumen with the ability to align portfolio decisions to strategic priorities and financial outcomes
Experience building governance models, performance metrics, and operating rhythms at an enterprise level
Advanced capability in organizational change management and talent development
Experience with SAP or equivalent ERP systems

Nice To Haves

Masters Degree
Digital transformation experience in SLM, CRM, or eCommerce
Experience leveraging AI tools for value-created applications
Project management skills leading large cross functional teams
Experience and strong working knowledge demonstrating understanding of complex business processes (Sales, Marketing, Customer Service, Technical Service)
Prior experience supporting or leading merger and acquisition integration activities
Experience working collaboratively across global geographies, business units’ hierarchy and multiple functional areas
Extensive experience using Microsoft Office products, especially Excel and PowerPoint
Prior participation in process mapping and continuous improvement activities

Responsibilities

Define and own the enterprise service technology vision, roadmap, and investment priorities aligned to service excellence and growth objectives.
Drive standardization and scalability of service platforms and processes across business units and regions.
Lead functional ownership of SLM, dealer service operations, B2C service applications, technical support systems, training portals, and service‑related eCommerce capabilities.
Leverage AI tools to implement value-driven applications and efficiencies.
Translate business needs into clear functional requirements and partner with IT to deliver secure, scalable solutions.
Ensure service technologies enable intuitive, efficient workflows that improve resolution speed, first‑time fix, and satisfaction.
Enable self‑service and digital support capabilities to reduce service friction and operational cost.
Establish service analytics and performance reporting to drive accountability, insight, and continuous improvement.
Leverage service data to inform reliability, quality, and product feedback loops.
Partner with Service Operations, Engineering, Quality, Commercial, and regional teams to align priorities and execution.
Lead governance, communication, and decision‑making across business and IT stakeholders.
Lead, coach, and develop a team of managers and professionals.
Set clear objectives, performance expectations, and development plans aligned to business outcomes.