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 Industrial Technical Service Representative II is responsible for providing technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs under general supervision with minimal guidance from leadership and higher level TSRs. Assist customers in a variety of questions, requests, and issues, effectively research, document, track and monitor customers' requests and issues to ensure timely resolution.
Major Responsibilities
Answer inbound calls and respond to emails from Dealer Technicians and answers standard to moderately complex questions over the phone
Provide accurate, timely, and descriptive notes during calls
Solves routine to non-routine problems
Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically
Troubleshoot with the dealer technician to resolve moderately complex issues with the product in the field
Assist with on-site troubleshooting, diagnosis, and repair as required
Gather and prepare documentation regarding product failure
Mentors less experienced technical service representatives
Minimum Job Requirements
Associates Degree or equivalent experience in relevant technical field
1 years related technical experience
PREFERRED QUALIFICATIONS:
Bachelor’s Degree
Bilingual Spanish
Diesel or automotive repair experience, 3 years
Electrical experience, 3 years
Knowledge / Skills / Abilities
Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory
Be able to read and follow wiring diagrams and schematics
Excellent Customer Service skills
Ability to communicate verbally and in writing in a professional manner
Solid understanding and knowledge of engine diagnostics and troubleshooting of gensets.
Ability to remain calm in high-stress situations
Solid knowledge of Microsoft office suit
Developing leadership competencies
Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience
Solid Problem-solving skills.
Basic knowledge of control system programming.
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.”