Industrial Technical Support Specialist
Generac, Sussex, WI, United States
Overview
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.
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.
Solve 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.
Mentor 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, And 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.
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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.
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.
Solve 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.
Mentor 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, And 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.
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