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 Director, Technical Support, is responsible for delivering exceptional telephone & email support for various stationary power generation equipment as offered from the Industrial business unit of Generac Power Systems.  This position will develop and manage support strategies, drive process improvements, and collaborate with product teams to resolve issues to enhance customer satisfaction.  Key responsibilities include overseeing phone/email support operations, supporting regional dealer-employed call center activities, setting performance metrics, and leveraging customer feedback to optimize team responsiveness, product reliability and service quality.

Major Responsibilities

Team Leadership: Lead, mentor, and manage a team of technical support professionals to ensure high performance and professional development.  Build a robust onboarding & training program to accelerate deployment of newer employees into the call centers.Support Strategy: Develop and implement support strategies and processes to enhance customer satisfaction and operational efficiency.  Balancing of team resources vs. customer/dealer urgencies.Issue Resolution: Oversee the troubleshooting and resolution of technical issues related to stationary power generation equipment. Speed to resolution mindset while not sacrificing quality of workmanship.Continuous Improvement: Drive continuous improvement initiatives to enhance support services, reduce downtime, and optimize product performance.  Process mindset.  Drive for excellence in execution.Collaboration: Work closely with product development and sales teams & technical support call center to address and resolve product issues and provide feedback for product enhancements.Customer Engagement: Build and maintain strong relationships with clients, addressing their needs and concerns promptly and effectively.  Overcommunication focus is highly valued.Performance Metrics: Set and monitor performance metrics for the support team, ensuring goals are met and service quality is maintained.Training and Development: Develop and support training programs to ensure the support team is knowledgeable about products and best practices.Market Analysis: Analyze market trends and customer feedback to identify opportunities for product improvement and support innovation.Documentation and Reporting: Maintain accurate documentation of support processes and issues and provide regular reports on support activities and outcomes.

Minimum Job Requirements

Education

Bachelor’s degree (or equivalent knowledge) in Engineering (Electrical preferred), Business Administration, or equivalent knowledge.

Work Experience 

7 years of experience in product support, technical service management, or a related field.4 years of management level experience

Preferred Job Requirements

Certification / License

Project Management Professional (PMP)Lean Six Sigma CertificationProduct Support / Service certifications (CMRP, CTSP, CSM, etc)

Preferred Qualifications

10+ years of experience and sound knowledge of power generation equipment (reciprocating-engine driven generators, transfer switches, etc.) Spark Ignited knowledge a plusMaster’s degree in Engineering or Business Administration a plus.Advanced knowledge of Engine maintenance and troubleshooting of natural gas fuel systemsExperienced in Electronics, Electromechanical TechnologyWorking knowledge of mechanical design, AC and DC circuitry, power generation, wiring schematics, and connection diagramsExcellent troubleshooting skills, the ability to make independent decisions, and work with minimal supervisionPrevious experience using SAP or equivalent ERP.

Physical Requirements and Working Conditions

PHYSICAL DEMANDS:

Office Environment (Includes field sales):

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls.  The employee is regularly required to stand and walk.  On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders.  The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Up to 25% travel and valid Driver’s License required.

  

Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk.  On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”