Supervisor Technical Service

Supervisor Technical Service

We are Allmand, a Generac Company. For more than 85 years, we've worked alongside our customers to provide the most reliable and rugged light, heat, power and air products to the rental, construction, special event, mining and oil and gas markets - so our customers can keep your promise of a job well done.

With your success in mind, Allmand jobsite equipment is renowned for providing the lowest cost of ownership - delivering superior serviceability, ease of use, durable construction and industry-leading resale value.

The Supervisor Technical Service is responsible for the day-to-day supervision of a Dealer Technical Support Team. This includes employee onboarding, training, mentoring and performance management. This position is also responsible for the assigning of specific job duties, tracking and reporting of specific key performance indicators.

Roles and Responsibilities:

• Answer in-bound 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.
• Working with the Dealer Technicians, troubleshoot how to navigate Generac's warranty systems and submit claims electronically.
• Serve as technical expert for team and 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:

• Associate's degree in related technical field or equivalent experience
• Four (4) years related technical experience
• One (1) year experience leading or mentoring a team of individuals or long-term projects

Knowledge / Skills / Abilities:

• 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 Product 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 90% score for all Technical Classes offered for Generac Products

Preferred Qualifications:

• Bachelor's degree
• Bilingual Spanish
• Previous experience using SAP or equivalent ERP

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 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus