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Industrial Technical Service Representative

1 month ago

Waukesha, Wisconsin, United States Generac Full time
Job Title: Industrial Technical Service Representative II

We are Generac, a leading energy technology company committed to powering a smarter world.

Our company has a rich history of innovation, dating back over 60 years. We've been at the forefront of energy innovation, creating the home standby generator market category and continuing to push new boundaries.

The Industrial Technical Service Representative II is a key member of our team, responsible for providing technical support to our authorized dealer network. This includes 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.

Key Responsibilities:

  • Respond to inbound calls and emails from Dealer Technicians, answering standard to moderately complex questions over the phone.
  • Provide accurate, timely, and descriptive notes during calls.
  • Solve routine to non-routine problems.
  • Instruct new dealer technicians on 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.
  • Mentor less experienced technical service representatives.

Requirements:

  • Associates Degree or equivalent experience in a relevant technical field.
  • 1 year of related technical experience.

Preferred Qualifications:

  • Bachelor's Degree.
  • Bilingual Spanish.
  • Diesel or automotive repair experience, 3 years.
  • Electrical experience, 3 years.

Knowledge, Skills, and Abilities:

  • Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory.
  • Ability 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.
  • Ability to effectively communicate technical concepts, 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 25-50 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.

Generac is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.