Technical Advocate

Generac Power Systems • South Burlington, VT

92d • $18

About The Position

We are DR Power, a Generac Company, professional power equipment done right. Established in 1985, we are a leader in the design and manufacture of professional-grade gas and battery-powered outdoor power equipment. We are dedicated to the enduring quality and uncompromising performance of everything we build. We stand behind every DR® product and are here to help every customer regardless of when or where they made their initial purchase.

Requirements

• At least 3 months of customer service or mechanical experience and/or training.
• High School Diploma/GED or equivalent.
• Basic computer skills and the ability to learn new software.

Nice To Haves

• Troubleshooting skills.
• Ability and desire to learn mechanical aspects of equipment.
• Excellent verbal communication skills - ability to communicate clearly, professionally, and in a friendly and welcoming manner.
• Meticulous data entry skills.
• Customer Service skills.
• Time management skills.
• Sales and upselling skills.
• Ability to safeguard confidential customer information.

Responsibilities

• Answer incoming customer calls.
• Actively listen and ask questions to understand customer needs, proactively make parts and sales suggestions based on the discovery of customer needs.
• Support customers with small engine troubleshooting, shop visit set up, medium complexity machine support, quotes, and warranty order.
• Adhere to objectives established for call quality.
• Adhere to the standards set for attendance and schedule adherence.
• Conform to all call handling standards including but not limited to average call length, customer hold time, idle and wrap-up time.
• Bring important technical information to a supervisor or leads attention.
• Stay up to date on products, product information, and training opportunities.

Benefits

• Medical, dental and vision plans.
• Life and long-term disability insurance.
• Flexible spending and health savings accounts.
• Accrued paid time off.
• 8 paid Holidays.
• 401(k) retirement benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Machinery Manufacturing
• Education Level: High school or GED