Network Operations Center Specialist

Generac Power Systems•Sussex, WI

12d•Onsite

About The Position

Provides network monitoring and support services to customers with technical problems and issues involving network-connected generators using remote access. Serves as the key pivoting point of support for customers and dealers, becoming integral to the management of our customer’s generator fleet. Manages service cases from start to resolution by troubleshooting and coordinating customer service response including field service dispatching and managing service and warranty cases for our national account and telecom customers.

Requirements

Associate’s degree or equivalent work experience
Two years of experience in customer service or sales-oriented roles
Ability to learn and retain technical information with a focus on industrial connectivity solutions.
Ability to develop and foster business relationships.
Detailed, focused, and excellent organizational skills.
Strong follow-through, relentless about ensuring customer satisfaction.
Ability to work independently in an entrepreneurial culture.
Ability to convert metrics into meaningful information.
Strong presentation, verbal and written communication skills.
Self-starter with initiative and vision; ability to manage multiple projects simultaneously.
Ability to work in a fast-paced environment.
Excellent communication/presentation skills.
Strong negotiation skills
Knowledge of Microsoft Office with strong skills in Excel

Nice To Haves

Experience managing relationships including influencing outcomes, resolving conflict, collaborating to solve technical or resource challenges.
Previous experience or training in a technical area
Previous experience or training using an ERP and CRM, preferably SAP and Salesforce

Responsibilities

Manages the service process from receiving customer requests, notifying dealers, closing service cases, and auditing reports, requests, complaints, and invoices by working closely with our dealer network (IDCs), national account and telecom customers, and internal warranty/service/sales departments.
Remotely monitors network connected generators and related components to detect, analyze, and resolve technical problems and issues while minimizing impact on customer service.
Serves as the first point of technical contact to resolve issues prior to dispatching dealer technicians.
Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
Evaluate service gaps and work collaboratively and cross-functionally to close.
Measures service results against established KPIs.
Creates required service or performance reports and presents to customers or internal leadership.
Identifies process inefficiencies and service or product quality issues and reports to leadership.
Supports and maintains effective relationships with customers and dealer (IDCs).
Maintain understanding of changing customer or contract requirements, technical specifications, warranty issues, and systems and tools.