Senior Industrial Technical Support Specialist

The Senior Industrial Technical Support Specialist 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.

Responsibilities

Answers inbound calls and responds to emails from Dealer Technicians including Master Technicians and answers standard to highly 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 the dealer technician to resolve highly 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; Mentors less experienced Industrial Technical Support Specialists; Monitors and answers emails from the Industrial Service inbox including special equipment requests

Requirements

Associate’s degree in automotive or diesel technology or equivalent experience in related technical field; 7 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators; 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

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

Benefits

Competitive Benefits: Health, Dental, Vision, 401k and many more; Free onsite gym open Monday through Saturday for Generac employees; Product loan (for up to 4 days) and discount programs; Pride when a storm strikes; Volunteer Time Off program; Inclusive company that celebrates differences; Fun Days