Customer Solutions Specialist
Generac Power Systems, Waukesha, WI, United States
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 Customer Solutions Specialist (CSS) delivers high-quality technical support and service to authorized installers and solar?+?storage system owners. This role manages service coordination and scheduling, provides troubleshooting assistance, and authorizes warranty repairs with limited supervision.
Serving as the primary point of contact for complex, product-related issues, the CSS works cross-functionally with Technical Support, Customer Support, and the Legal team to ensure timely and effective resolution.
ESSENTIAL DUTIES:
50%
Manage escalated cases stemming from certified installer and/or system owners.
Provide answers to complex questions using various communication modalities including phone calls, email, video calls, and text messages.
Provide accurate, timely, and descriptive notes during calls in Generac's CRM.
Manage service orders with third party providers ensuring a timely response.
Work with management and the legal team to determine corrective action for high priority cases
20%
Troubleshoot solar + storage product issues with installers/service providers to diagnose root cause and determine corrective action.
Manage homeowner experience with "white glove" approach, start to finish.
30%
Mentor new hires.
Report status updates on critical cases to the Fleet management team, and legal team.
Participate in weekly meetings with the legal team on highly escalated cases.
Attend and coordinate service dealer meetings.
Assist in drafting legal releases related to equipment replacement or homeowner compensation.
Other Duties as assigned and the following:
Mentors less experienced Customer Solutions Specialists.
MINIMUM QUALIFICATIONS:
Associate degree or equivalent experience in relevant technical field.
3+ years working in a B2B and/or B2C support role working high-tech products.
PREFERRED QUALIFICATIONS:
Experience providing support in cases resulting in litigation requiring legal research.
BS in Electrical Engineering OR similar discipline.
Paralegal Certificate.
Bi-lingual/Spanish.
Experience and sound knowledge of Generac Clean Energy products
.
Familiarity with Salesforce or other CRM platforms.
Familiarity with residential electrical systems.
Understanding of solar PV systems and battery storage systems.
This position acts independently under the direction of the Supervisor Technical Service. Work assignments are varied.
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."
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.
As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.
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 Customer Solutions Specialist (CSS) delivers high-quality technical support and service to authorized installers and solar?+?storage system owners. This role manages service coordination and scheduling, provides troubleshooting assistance, and authorizes warranty repairs with limited supervision.
Serving as the primary point of contact for complex, product-related issues, the CSS works cross-functionally with Technical Support, Customer Support, and the Legal team to ensure timely and effective resolution.
ESSENTIAL DUTIES:
50%
Manage escalated cases stemming from certified installer and/or system owners.
Provide answers to complex questions using various communication modalities including phone calls, email, video calls, and text messages.
Provide accurate, timely, and descriptive notes during calls in Generac's CRM.
Manage service orders with third party providers ensuring a timely response.
Work with management and the legal team to determine corrective action for high priority cases
20%
Troubleshoot solar + storage product issues with installers/service providers to diagnose root cause and determine corrective action.
Manage homeowner experience with "white glove" approach, start to finish.
30%
Mentor new hires.
Report status updates on critical cases to the Fleet management team, and legal team.
Participate in weekly meetings with the legal team on highly escalated cases.
Attend and coordinate service dealer meetings.
Assist in drafting legal releases related to equipment replacement or homeowner compensation.
Other Duties as assigned and the following:
Mentors less experienced Customer Solutions Specialists.
MINIMUM QUALIFICATIONS:
Associate degree or equivalent experience in relevant technical field.
3+ years working in a B2B and/or B2C support role working high-tech products.
PREFERRED QUALIFICATIONS:
Experience providing support in cases resulting in litigation requiring legal research.
BS in Electrical Engineering OR similar discipline.
Paralegal Certificate.
Bi-lingual/Spanish.
Experience and sound knowledge of Generac Clean Energy products
.
Familiarity with Salesforce or other CRM platforms.
Familiarity with residential electrical systems.
Understanding of solar PV systems and battery storage systems.
This position acts independently under the direction of the Supervisor Technical Service. Work assignments are varied.
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."
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.
As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.