Senior Industrial Technical Support Specialist

Senior Industrial Technical Support Specialist

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Senior Industrial Technical Support Specialist is responsible for providing 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.

This role develops and maintains technical troubleshooting procedures, creates technical content for new product introductions, serves as a mentor to the rest of the technical support department, and manages highly escalated or technical cases involving key accounts.

Major Responsibilities:

• Answers inbound calls and responds to emails from Dealer Technicians including Master Technicians and answers standard to highly complex questions over the phone.
• Provides accurate, timely, and descriptive notes during calls.
• 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.
• Assists with on-site troubleshooting, diagnosis, and repairs as required.
• Gathers and prepares documentation regarding product failures for further analysis by quality and engineering teams.

Other Duties assigned and the following:

• Mentors less experienced Industrial Technical Support Specialists.
• Monitors and answers emails from the Industrial Service inbox including special equipment requests.
• Overtime may be required depending on market conditions.

Minimum Job 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.
• Be able 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.
• An 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

Great Reasons to work for Generac:

• 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.

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

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."