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 Coordinator is responsible for providing care to customers, Dealers and other business and government entities in a timely manner with an emphasis on providing accurate information, effective communication, and holding Dealers and Customers accountable for scheduled events under general supervision with some guidance from leadership and higher-level Technical Service Representatives.
Major Responsibilities:
Perform a variety of duties associated with the technical service functions to provide prompt and efficient service to our Customers and Dealer Network
Answer and/or distribute emails from a shared email box
Answer incoming phone calls during high call volume times and log calls with pertinent information in Business Management Software
Make outbound calls to dealers to schedule repairs or gather information.
Maintain follow up system for parts ordered by Dealer Network or Technical Service
Perform clerical functions, as necessary, such as assisting with shipping/receiving status
Train or cross train other employees as requested
Report and escalate to supervisor when customers/Dealers are unwilling to accept a solution provided
Maintain Confidentiality between respective parties.
Other duties as needed
Minimum Job Requirements:
EducationHigh school diploma/GED
Work Experience
2 years customer service or office experience required
Knowledge / Skills / Abilities
Effective time management skills with the ability to handle shifting workloads and priorities
Mechanical knowledge of engines (How they work, how to work on and repair)
Electrical experience with AC and/or DC voltage
Able to read schematics and wiring diagrams
Working knowledge in Microsoft Office Suite (e.g., Word, Excel, Outlook, Teams)
Excellent verbal, written and presentation communication skills
Ability to work independently or in a group setting with a high attention to detail
Excellent customer service skills
Critical thinking skills
Ability to evaluate a situation objectively and review situations in a supportive and empathetic manner
Ensures workload is being handled in a timely manner, by scheduled deadlines, and that service level targets are being met
Ability to perform job duties in a professional work environment
Preferred Job Requirements:
Work Experience
Previous experience using ERP systems
Experience with case management
Knowledge / Skills / Abilities
Bilingual (English/Spanish/French)
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.”