Waukesha, WI, 53189, USA
61 days ago
Technical Service Coordinator
**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:** **Education** + High 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.”_ Our success is directly tied to our employees’ professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect. 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. As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.
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