Supervisor Technical Service

Roles and Responsibilities

• Answer inbound calls from Dealer Technicians and answer questions over the phone.
• Gather and prepare documentation regarding product failure.
• Assist in determining root cause by analyzing failure modes.
• Work with the Dealer Technicians to troubleshoot how to navigate Generac’s warranty systems and submit claims electronically.
• Serve as technical expert for the team and handle escalated calls.
• Select, coach, and develop staff.
• Set clear expectations to inspire and motivate the team.
• Manage performance by recognizing achievement, providing feedback, and administering progressive discipline when necessary.
• Track and create reports on specific key performance indicators.

Minimum Qualifications

• Achieve an associate’s degree in a related technical field or equivalent experience.
• Have four (4) years of related technical experience.
• Have one (1) year of experience leading or mentoring a team of individuals or long-term projects.

• Excellent customer service skills.
• Ability to communicate verbally and in writing in a professional manner.
• Ability to work independently and make decisions in the best interest of the customer and the company.
• Strong foundation of basic mechanical and electrical (AC/DC) fundamental theory.
• Solid knowledge of engine maintenance and troubleshooting including, air and liquid cooled units and gas, diesel, LP, and natural gas fuel systems.
• Working knowledge of Microsoft Office Suite.
• Ability to remain calm in high stress situations.
• Strong knowledge of Generac Products and applications including, engine maintenance and troubleshooting air and liquid cooled units and gas, diesel, LP, and natural gas fuel systems.
• Ability to attend, pass, and maintain current training with a 90% score for all Technical Classes offered for Generac Products.

Preferred Qualifications

• Obtain a bachelor’s degree.
• Have previous experience using SAP or equivalent ERP.

Physical Demands

• Regularly required to talk and hear.
• Regularly required to stand and walk.
• Occasionally required to stoop, bend, or reach above the shoulders.
• On occasion, the incumbent may be required to lift up to 25 pounds.