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 Supervisor, Customer Solutions will manage the day-to-day operations of a team of Customer Solutions Specialists responsible for ensuring dealer and customer satisfaction on all levels of business by providing highest level of escalation support, service scheduling, and warranty and non-warranty concessions, for various Generac Clean Energy products. This position is responsible for overseeing daily operations of the Customer Solutions team and working with the management team to execute the overall vision of Generac Clean Energy.

MINIMUM QUALIFICATIONS:

Bachelor's Degree or equivalent experience in relevant customer escalation field3+ years of experience running B2B technical or escalation support teams.

PREFERRED QUALIFICATIONS:

Experience providing support in cases resulting in litigation requiring legal research.BS in Electrical Engineering OR similar discipline.Paralegal Certificate.Bi-lingual/Spanish.Experience and sound knowledge of Generac Clean Energy products.Familiarity with Salesforce or other CRM platforms.Familiarity with residential electrical systems.Understanding of solar PV systems and battery storage systems

ESSENTIAL DUTIES:

Supervision · Selects, coaches, and develops staff. Sets clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement, providing feedback, and administering progressive discipline when necessary. Tracks and creates reports on specific key performance indicators, feedback is provided to individual contributors, and their manager.Manages all aspects of the customer solutions organization.Develops and creates monthly, quarterly, and annual goals for their team under the direction of management Oversees highly escalated cases and delegates work to appropriate resources within the customer solutions team.Manage the workflow of up to 8 individual contributors supporting Generac Clean Energy service dealer network.

INDIVIDUAL CONTRIBUTOR

Work with the Generac Clean Energy Solutions product engineering team & Customer Support to identify, diagnose, and provide reliable solutions for escalated technical support & Customer Support issues to assure complete customer/dealer satisfaction. Support the release of new product introductions, and product improvements to ensure Generac Clean Energy is creating products that meet the needs of our customers. Provide technical guidance to internal and external sales & service associates.Manage escalated and highly escalated technical support and service requests from various departments. Provide technical guidance for the development of CES training materials, manuals, and other new or updated technical content before published.Records detailed information of technical support activities. Dispatch Field Application Engineers for highly escalated site visits.Assist with the development and distribution of service and parts bulletins to notify customers of product changes or issues.Coordinate customer calls with regional sales managers to ensure needs of all customers in the territories are met. Provide written weekly reports to manager covering product issues/ concerns, possible sales opportunities, and competitor information.

KNOWLEDGE, SKILLS AND ABILITIES:

Understanding of basic mechanical and electrical (AC/DC) fundamental theory.Impeccable Customer Service skills.Ability to communicate verbally and in writing in a professional manner.Ability to remain calm in high- stress situations.Strong working knowledge of Microsoft office suite.Strong leadership competencies.Ability to effectively communicate technical concepts while considering the varying degrees of customers' technical experience.Ability to work independently and make decisions in the best interest of the customer and the company.Advanced problem-solving skills.

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.”