Power Generation Technical Service Representative

Generac Power Systems•Waukesha, WI

About The Position

The Power Generation Technical Service Representative provides advanced technical support for Generac generators, transfer switches, solar inverter systems, and battery energy storage products. The role partners with Generac's authorized dealer network to diagnose mechanical and electrical product issues, provide troubleshooting guidance, and authorize warranty repairs. The representative serves as a technical resource for dealers and internal teams, using expertise in power generation and energy technology products to resolve complex field issues and deliver an exceptional customer experience. Products supported include home standby generators, portable generators, transfer switches, inverter systems, battery energy storage systems, and engine- and alternator-driven power generation equipment. The position works in an office environment and may also require on-site troubleshooting, diagnostics, inspections, and repair support. Duties involve regular talking, listening, hand use, standing and walking; occasional stooping, bending, reaching above the shoulders, and lifting up to 25 pounds. The work also includes frequent computer-based tasks requiring periods of sitting, close vision, and the ability to adjust focus.

Requirements

Associate degree or equivalent experience in a relevant technical field.
Three years of related technical experience.
Strong understanding of mechanical systems and electrical theory, including AC/DC power fundamentals.
Excellent customer service skills.
Excellent written and verbal communication skills, including the ability to explain complex technical concepts to audiences with varying levels of technical expertise.
Strong active listening skills.
Deep understanding of inverter technologies, battery energy storage systems, electrical controls, and solar integration.
Ability to remain calm and effective in high-stress situations.
Strong knowledge of Microsoft Office Suite.
Demonstrated leadership and team collaboration competencies.
Ability to work independently and make decisions in the best interests of the customer and the company.
Advanced electrical and mechanical troubleshooting skills, with an emphasis on diagnostics, root-cause analysis, and creative problem solving.
Advanced knowledge of generator controls, power generation equipment, inverter technologies, battery storage systems, product configuration, and equipment integration.

Responsibilities

Answer inbound calls and respond to emails from dealer technicians, providing support for complex mechanical, electrical, and product performance inquiries.
Document customer interactions and troubleshooting activities accurately, promptly, and descriptively.
Resolve routine to complex product and technical issues.
Document unresolved product issues and escalate findings as appropriate.
Troubleshoot mechanical, electrical, controls-related, and operational issues with dealer technicians to resolve increasingly complex field concerns.
Gather and prepare documentation regarding product and component failures, identify potential root causes, and recommend corrective action.
Perform on-site troubleshooting, diagnostics, inspections, and repair support as required.
Track and analyze product failure trends and communicate findings to appropriate stakeholders.
Instruct new dealer technicians on warranty processes and systems and assist with electronic claim submission.
Make decisions regarding warranty concessions.
Mentor less experienced technical service representatives through coaching and technical guidance.
Serve as a subject matter expert for complex generator, inverter, and energy storage troubleshooting cases.
Advocate for product improvements, troubleshooting resources, and technical documentation enhancements.