Industrial Technical Support Specialist

A career at Generac means stepping into a company that leads technological advances. For more than five decades, Generac has designed and manufactured diesel, natural gas, and bi-fuel generators, but we’ve evolved into so much more. As we continue to grow in both size and technological advances, we consistently push past norms to pave a way towards the future. We are not simply satisfied with what is working now. Instead, we challenge ourselves to revolutionize and optimize the industry while bringing out the best in our people

The Industrial Energy Support Specialist is responsible for providing technical support to our authorized dealer network including fielding and resolving technical service issues, troubleshooting support, and authorizing warranty repairs autonomously with guidance from leadership and higher-level Support Specialists.

This role develops and maintains technical troubleshooting procedures, creates technical content for new product introductions.

- Answers inbound calls and responds to emails from Dealer Technicians including Master Technicians and answers standard to moderately complex questions over the phone.

- Provides accurate, timely, and descriptive notes during calls.

- Solves routine to non-routine issues.

- Instructs new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.

- Troubleshoots with dealer technicians to resolve moderately complex issues with the product in the field.

- Assists with on-site troubleshooting, diagnosis, and repairs as required.

- Gathers and prepares documentation regarding product failures for further analysis by quality and engineering teams.

Other Duties Assigned And The Following

- Monitors and answers emails from the Industrial Service inbox.

- Overtime may be required depending on market conditions.

Minimum Job Requirements

- Associate’s degree in automotive or diesel technology or equivalent experience in related technical field

- 1 year of technical experience in automotive repair, diesel engines, gaseous engines, or generators.

Knowledge / Skills / 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.

Preferred Job Requirements

- Generac Master Certification or equivalent

- Bachelor’s Degree in technical field

- Bilingual Spanish

- AC or DC Electrical experience

- Experience working with SAP, GenService, Salesforce and windchill

Great Reasons To Work For Generac

- Competitive Benefits: Health, Dental, Vision, 401k and many more

- We offer product loan (for up to 4 days) and discount programs

- Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators

- Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.

- We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.

- We’re an inclusive company that celebrates differences and keeps equity and respect at the forefront.