Power Generation Technical Service Representative

Generac Power Systems • Reno, NV

2d • Onsite

About The Position

The Power Generation Technical Service Representative provides technical assistance and authorizes warranty repairs, including sending parts, to the authorized dealer network. Working under general supervision with some guidance from a supervisor and higher-level Technical Service Representatives, this role assists customers with questions, requests, and issues. The representative researches, documents, tracks, and monitors customer requests and issues to support timely resolution and establishes groundwork for escalated cases.

This is an on-site role reporting to the Waukesha Headquarters. The ideal candidate will be located in Wisconsin.

Requirements

• Associate degree or equivalent experience in a relevant technical field.
• Basic understanding of mechanical and electrical (AC/DC) fundamental theory.
• Excellent customer service skills.
• Ability to communicate verbally and in writing in a professional manner.
• Active listening skills.
• Ability to remain calm in high-stress situations.
• Working knowledge of the Microsoft Office suite.
• Ability to communicate technical concepts effectively while accounting for varying levels of customer technical experience.
• Troubleshooting skills.

Nice To Haves

• Bachelor's degree.
• Bilingual Spanish.

Responsibilities

• Answer inbound calls and respond to emails from dealer technicians, answering standard questions over the phone.
• Provide accurate, timely, and descriptive notes during calls.
• Assist dealer technicians with remote diagnostic tools.
• Follow established diagnostic techniques to troubleshoot installed systems.
• Gather and prepare documentation regarding product failure and improvement.
• Instruct new dealer technicians on navigating Generac's warranty systems and submitting claims electronically.
• Research, document, track, and monitor customer requests and issues to ensure timely resolution.
• Authorize warranty repairs, including sending parts.

What This Job Offers

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