Senior Industrial Technical Support Specialist

About the role

The Senior Industrial Technical Support Specialist 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

• Answers inbound calls and responds to emails from Dealer Technicians including Master Technicians and answers standard to highly complex questions over the phone.
• Solves routine to non-routine issues.
• Instructs new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.
• Troubleshoots with the dealer technician to resolve highly complex issues with the product in the field.
• Aids in on-site troubleshooting, diagnosis, and repairs as required.
• Gathers and prepares documentation regarding product failures for further analysis by quality and engineering teams.
• Mentors less experienced Industrial Technical Support Specialists.
• Maintains and monitors the Industrial Service inbox including special equipment requests.
• Overtime may be required depending on market conditions.

Requirements

• Associate’s degree in automotive or diesel technology or equivalent experience in related technical field.
• 7 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators.
• Knowledge / Skills / Abilities:
• 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.

Preferred Job Requirements

• 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.

Skills

• Advanced Problem-solving skills.

Benefits

Competitive Benefits: Health, Dental, Vision, 401k and many more
Free onsite gym open Monday through Saturday for Generac employees
We offer product loan (for up to 4 days) and discount programs
Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators
Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.
We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.
We’re an inclusive company that celebrates differences and keeps equity and respect at the forefront.

Pay

N/A

Schedule

N/A