Technical Lead

Generac•South Burlington, VT

2d•Onsite

About The Position

DR Power, a Generac Company, established in 1985, is a leader in the design and manufacture of professional-grade gas and battery-powered outdoor power equipment, known for enduring quality and uncompromising performance. The Technical Lead role involves day-to-day supervision and leadership of a Technical Support Team, onboarding new employees, tracking KPIs, and providing technical assistance to Dealer Technicians. This includes answering calls, gathering documentation on product failures, analyzing root causes, troubleshooting issues in the field, and instructing on warranty systems.

Requirements

Associates degree in related technical field OR 4 years’ experience within a similar working environment
2 years related technical experience
Valid driver’s license with the ability to travel up to 20% of the time
Proven track record of meeting critical goals and deadlines within a business environment
Excellent customer service skills
Ability to communicate verbally and in writing in a professional manner
Ability to work independently and make decisions in the best interest of the customer and the company
Strong foundation of basic mechanical and electrical (AC/DC) fundamental theory
Solid knowledge of engine maintenance and troubleshooting to include: air cooled, liquid cooled units, gas, diesel, LP and natural gas fuel systems
Ability to remain calm in high-stress situations
Strong knowledge of Generac Product and applications to include: Engine maintenance and troubleshooting the following: air cooled and liquid cooled units, gas, diesel, LP and natural gas fuel systems
Must attend, pass and maintain current training with 90 percentile score all Technical Classes offered for Generac Product

Nice To Haves

Previous experience leading a team of 2 or more individuals or long term projects
Working knowledge of Microsoft Office Suite
Bachelor’s degree
Bilingual Spanish
Previous experience using SAP or equivalent ERP

Responsibilities

Day to day supervision and leadership of a Technical Support Team
Onboard new employees to include training and evaluation of progress
Tracking and reporting of specific key performance indicators
Answer in-bound calls from Dealer Technicians and answer questions over the phone
Gather and prepare documentation regarding product failure
Analyze failure modes to assist in determining root cause
Troubleshoot with the Dealer Technician to resolve issues with the product in the field
Instruct new Dealer Technicians how to navigate Generac’s warranty systems and submit claims electronically
Act as SAP Super User within functional area as assigned
Perform other duties as assigned