Senior Industrial Technical Support Specialist

Overview

Provides advanced technical support for generators to dealers, mentors staff, and handles escalations.

Key Responsibilities

• phone support
• email support
• field troubleshooting
• on‑site repair
• failure documentation
• warranty training

Tasks

-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. -Monitors and answers emails from the Industrial Service inbox including special equipment requests. -Mentors less experienced Industrial Technical Support Specialists. -Instructs new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically. -Gathers and prepares documentation regarding product failures for further analysis by quality and engineering teams. -Developing leadership competencies. -Solves routine to non-routine issues. -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.

Requirements

• sap
• salesforce
• windchill
• ac/dc
• problem solving
• generac certification

What You Bring

-Ability to communicate verbally and in writing in a professional manner. -Advanced Problem-solving skills. -An ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience. -Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory. -Solid understanding and knowledge of engine diagnostics and troubleshooting of gensets. -Experience working with SAP, GenService, Salesforce and windchill -Basic knowledge of control system programming. -3 years of AC or DC Electrical experience -Associate’s degree in automotive or diesel technology or equivalent experience in related technical field -Bilingual Spanish -7 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators -Excellent Customer Service skills. -Solid knowledge of Microsoft office suite. -Generac Master Certification or equivalent -Be able to read and follow wiring diagrams and schematics. -Bachelor’s Degree in technical field -Ability to remain calm in high stress situations.

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Benefits

-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. -Competitive Benefits: Health, Dental, Vision, 401k and many more -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 offer product loan (for up to 4 days) and discount programs -Free onsite gym open Monday through Saturday for Generac employees

About Generac

-It began by engineering affordable home standby generators and built its first engine tailored for generator use. -Its portfolio spans portable units, residential standby systems, large commercial/industrial generators, light towers, power washers, battery storage, and smart-home energy devices. -Typical projects include outfitting homes for outage resilience, powering construction sites with mobile generators, and deploying microgrid and natural gas generator solutions for commercial clients. -Innovations include the PWRcell home energy storage line, integration of EV charging and remote monitoring via Mobile Link and Concerto software platforms.

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