Industrial Technical Support Specialist

Generac Power Systems • Sussex, WI

1d • Onsite

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 Industrial Technical Support Specialist II is responsible for providing advanced technical support to Generac's authorized dealer network. This includes fielding and resolving technical service issues, providing troubleshooting support, and autonomously authorizing warranty repairs with minimal guidance from leadership. The role also involves developing and maintaining technical troubleshooting procedures, creating technical content for new product introductions, serving as a mentor to less experienced technical support staff, and managing highly escalated or technical cases involving key accounts. Generac encourages innovation and values employees as an integral part of its global team, offering a fast-paced agile work environment where their work makes a difference.

Requirements

• Associate’s degree in automotive or diesel technology or equivalent experience in related technical field
• 3 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators
• Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory.
• Ability to read and follow wiring diagrams and schematics.
• Excellent Customer Service skills.
• Ability to communicate verbally and in writing in a professional manner.
• Solid understanding and knowledge of engine diagnostics and troubleshooting of gensets.
• Ability to remain calm in high stress situations.
• Solid knowledge of Microsoft office suite.
• Developing leadership competencies.
• An ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience.
• Advanced Problem-solving skills.
• Basic knowledge of control system programming.

Nice To Haves

• Generac Master Certification or equivalent
• Bachelor’s Degree in technical field
• Bilingual Spanish
• 3 years of AC or DC Electrical experience
• Experience working with SAP, GenService, Salesforce and Windchill

Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians, including master technicians, and answer standard to highly complex questions over the phone.
• Provide accurate, timely, and descriptive notes during calls.
• Solve routine to non-routine issues.
• Instruct new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.
• Troubleshoot with the dealer technician to resolve highly complex issues with the product in the field.
• Assist with on-site troubleshooting, diagnosis, and repair as required.
• Gather and prepare documentation regarding product failure for further analysis by quality and engineering teams.
• Mentor less experienced technical service representatives.
• Monitor and answer emails from the Industrial Service inbox, including special equipment requests.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees