Technical Service Representative I

Generac • Waukesha, WI

1d • Onsite

About The Position

We are Generac, a leading energy technology company committed to powering a smarter world. Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries. The Technical Service Representative I is responsible for providing technical assistance and authorizing warranty repairs (including sending parts) to our authorized dealer network. Under general supervision with some guidance from Supervisor and higher level TSRs. Assist customers with questions, requests, and issues. Effectively research, document, track and monitor customers' requests and issues to ensure timely resolution. Set groundwork for escalated cases.

Requirements

• Associates degree or equivalent experience in 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 Microsoft office suit
• Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience
• Trouble-shooting skills

Nice To Haves

• Bachelor’s Degree
• Bilingual Spanish

Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians and answer 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 how to navigate Generac's warranty systems and submit claims electronically

What This Job Offers

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