Technical Service Representative II
Generac, Waukesha, WI, United States
Key Responsibilities
Answer inbound calls and respond to emails from dealer technicians, addressing standard to moderately complex questions. Provide accurate, timely, and detailed documentation of all customer interactions. Troubleshoot and resolve routine to moderately complex technical issues in the field. Instruct new dealer technicians on navigating Generac’s warranty systems and submitting electronic claims. Assist with on-site troubleshooting, diagnosis, and repair activities as required. Gather and prepare documentation related to product failures for further review. Mentor and support less experienced Technical Service Representatives. Minimum Job Requirements
Associate degree in a relevant technical field or equivalent hands‑on experience. Minimum of 1 year related technical experience. Knowledge, Skills & Abilities
Solid understanding of fundamental mechanical and electrical (AC/DC) theory. Strong customer service and communication skills, both verbal and written. Ability to clearly communicate technical concepts to individuals with varying technical backgrounds. Knowledge of engine maintenance and troubleshooting of generator sets. Ability to remain calm and effective in high‑stress situations. Proficiency in Microsoft Office Suite. Developing leadership competencies and willingness to mentor others. Strong problem‑solving skills and attention to detail. Basic knowledge of control system programming.
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Answer inbound calls and respond to emails from dealer technicians, addressing standard to moderately complex questions. Provide accurate, timely, and detailed documentation of all customer interactions. Troubleshoot and resolve routine to moderately complex technical issues in the field. Instruct new dealer technicians on navigating Generac’s warranty systems and submitting electronic claims. Assist with on-site troubleshooting, diagnosis, and repair activities as required. Gather and prepare documentation related to product failures for further review. Mentor and support less experienced Technical Service Representatives. Minimum Job Requirements
Associate degree in a relevant technical field or equivalent hands‑on experience. Minimum of 1 year related technical experience. Knowledge, Skills & Abilities
Solid understanding of fundamental mechanical and electrical (AC/DC) theory. Strong customer service and communication skills, both verbal and written. Ability to clearly communicate technical concepts to individuals with varying technical backgrounds. Knowledge of engine maintenance and troubleshooting of generator sets. Ability to remain calm and effective in high‑stress situations. Proficiency in Microsoft Office Suite. Developing leadership competencies and willingness to mentor others. Strong problem‑solving skills and attention to detail. Basic knowledge of control system programming.
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