Power Generation Technical Service Representative

Generac • Reno, NV

1d • Onsite

About The Position

The Power Generation Technical Service Representative provides technical assistance to Generac’s authorized dealer network and authorizes warranty repairs, including sending parts. 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; researches, documents, tracks, and monitors requests to ensure timely resolution; and establishes groundwork for escalated cases. This is an on-site position 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) fundamentals.
• 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 while considering customers’ varying levels of technical experience.
• Troubleshooting skills.

Nice To Haves

• Bachelor’s degree.
• Bilingual Spanish.

Responsibilities

• Answer inbound calls and respond to emails from dealer technicians, addressing standard questions by phone.
• Provide accurate, timely, and descriptive notes during calls.
• Assist dealer technicians with remote diagnostic tools.
• Use established diagnostic techniques to troubleshoot installed systems.
• Gather and prepare documentation regarding product failures and improvements.
• Instruct new dealer technicians on navigating Generac’s warranty systems and submitting claims electronically.
• Provide technical assistance and authorize warranty repairs, including sending parts.
• Research, document, track, and monitor customer requests and issues to support timely resolution and prepare escalated cases.

What This Job Offers

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