Industrial Technical Support Specialist

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. This position reports to our new Sussex office location and requires an onsite presence five days per week.

Responsibilities

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; 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; 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; Develop and maintain technical troubleshooting procedures; Create technical content for new product introductions; Manage highly escalated or technical cases involving key accounts; Authorize warranty repairs autonomously with minimal guidance from leadership

Requirements

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; 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; Advanced problem-solving skills; Basic knowledge of control system programming; Regularly required to talk and hear, use hands to manipulate objects or controls, stand and walk, occasionally stoop/bend/reach above shoulders, and occasionally lift up to 25 pounds

Nice to have

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