Supervisor Technical Service

Overview 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. 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 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 #J-18808-Ljbffr Generac