Customer Service - Electronics

About the Role

The Power Generation Technical Service Representative is responsible for providing technical assistance and authorizing warranty repairs (including sending parts) to our authorized dealer network. Under general supervision with some guidance from Supervisor and higher level TSRs, this role assists customers with questions, requests, and issues. It involves effectively researching, documenting, tracking, and monitoring customers' requests and issues to ensure timely resolution, as well as setting the groundwork for escalated cases. The position is located in Waukesha, Wisconsin, and is a permanent role with work hours from 9am to 5pm.

Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians, addressing standard questions over the phone.
• Provide accurate, timely, and descriptive notes during calls.
• Assist Dealer Technicians with remote diagnostic tools.
• Follow established diagnostic techniques to troubleshoot installed systems.
• Gather and prepare documentation regarding product failure and improvement.
• Instruct new dealer technicians on how to navigate Generac's warranty systems and submit claims.

Qualifications

• Associates degree or equivalent experience in a relevant technical field (minimum requirement).
• Preferred: Bachelor's Degree.
• Preferred: Bilingual in Spanish.

Skills

• Basic understanding of mechanical and electrical (AC/DC) fundamental theory.
• Excellent Customer Service skills.
• Ability to communicate verbally and in writing in a professional manner.
• Active listening skills.
• Ability to remain calm in high-stress situations.
• Working knowledge of Microsoft Office suite.
• Ability to effectively communicate technical concepts, considering varying degrees of customers' technical experience.
• Troubleshooting skills.

Pay

$50,000 - $52,000 per year.

This role also includes a comprehensive benefits package, including medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).