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Technical Service Representative II

4 months ago

Waukesha, United States Generac Power System, Inc Full time

Technical Service Representative II

Company Generac Power Systems

Name Technical Service Representative II

Req # 64106

Employment Type Full Time

Shift 1st

At Generac, our people help make the world safer, brighter, and more productive. We are united by our efforts to inspire change for a better world; impact our people and community; influence and achieve positive results; and innovate the industry. Our shared goals allow people with diverse backgrounds and points of view to work together, bringing our global customers peace of mind through reliable products and exceptional support.

The Technical Service Representative II is responsible for providing technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs under general supervision with minimal guidance from leadership and higher level TSRs. Provice assistance to customers in a variety of questions, requests, and issues, effectively research, document, track and monitor customers' requests and issues to ensure timely resolution.

Essential Duties and Responsibilities:

* Answer inbound calls and respond to emails from Dealer Technicians and answers standard to moderately complex questions over the phone
* Provide accurate, timely, and descriptive notes during calls
* Solves routine to non-routine problems
* Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically
* Troubleshoot with the dealer technician to resolve moderately complex issues with the product in the field
* Assist with on-site troubleshooting, diagnosis, and repair as required
* Gather and prepare documentation regarding product failure

Other Duties as assigned and the following:

* Mentors less experienced technical service representatives

Minimal Qualifications:

* Associates Degree or equivalent experience in relevant technical field
* 1 years related technical experience

Preferred Qualifications:

* Bachelor's Degree
* Bilingual Spanish

Knowledge, Skills and Abilities:

* Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory
* 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 suit
* Developing leadership competencies
* Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience
* Solid 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 ability to adjust focus. Travel up to 15%. Usually with another person in learning capacity.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."