Industrial Technical Support Specialist

The Industrial Technical Support Specialist II 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.

• This position reports to our new Sussex office location and requires an onsite presence five days per week.** N64W23110 Main Street, Sussex, WI

Minimum Qualifications

• Associate’s degree in automotive or diesel technology or equivalent experience in related technical field
• 3 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators

Preferred Qualifications

• 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

Essential Duties 50%

• Answer inbound calls and respond to emails from Dealer Technicians including master technicians and answer standard to highly complex questions over the phone.
• Provide accurate, timely, and descriptive notes during calls.
• Solves routine to non-routine issues.

40% Instruct new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.

• Troubleshoot with the dealer technician to resolve highly complex issues with the product in the field.
• Assist with on-site troubleshooting, diagnosis, and repair as required.

10%

• Gather and prepare documentation regarding product failure for further analysis by quality and engineering teams.

Other Duties Assigned And The Following

• Mentors less experienced technical service representatives.
• Monitor and answer emails from the Industrial Service inbox including special equipment requests.
• Overtime may be required depending on market conditions.

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.

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.