Industrial Technical Support Specialist

About the role

The Industrial Technical Support Specialist II provides advanced technical support to our authorized dealer network, including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs autonomously with minimal guidance from leadership.

Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians including master technicians and answer standard to highly complex questions over the phone.
• Solves routine to non-routine issues.
• Instruct new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.
• Troubleshoot with the dealer technician to resolve highly complex issues with the product in the field.
• Aid in on-site troubleshooting, diagnosis, and repair as required.
• Gather and prepare documentation regarding product failure for further analysis by quality and engineering teams.
• Monitor and answer emails from the Industrial Service inbox including special equipment requests.

Requirements

• Associate’s degree in automotive or diesel technology or equivalent experience in related technical field
• 3 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators
• Generac Master Certification or equivalent
• Bachelor’s Degree in technical field
• Bilingual Spanish
• 3 years of AC or DC Electrical experience
• Experience working with SAP, GenService, Salesforce and windchill

Preferred Qualifications

• Preferred Bachelor’s Degree in technical field
• Preferred Generac Master Certification or equivalent
• Preferred Bilingual Spanish
• Preferred 3 years of AC or DC Electrical experience
• Preferred Experience working with SAP, GenService, Salesforce and windchill

Skills

• Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory
• Ability 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 suite
• Developing leadership competencies
• Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience
• Advanced Problem-solving skills
• Basic knowledge of control system programming

Benefits

Onsite presence five days per week at the new Sussex office location.

Pay

Details TBD

Schedule

Details TBD