Power Generation Technical Service Representative

The Power Generation Technical Service Representative is responsible for providing technical assistance and authorizing warranty repairs (including sending parts) to our authorized dealer network. Under general supervision with some guidance from Supervisor and higher level TSRs. Assist customers with questions, requests, and issues. Effectively research, document, track and monitor customers' requests and issues to ensure timely resolution. Set groundwork for escalated cases. This is not a remote role, the ideal candidate will need to be located in Wisconsin, due to this position being on-site and reporting into our Waukesha Headquarters.

Responsibilities

Answer inbound calls and respond to emails from Dealer Technicians and answer standard questions over the phone; Provide accurate, timely, and descriptive notes during calls; Assist Dealer Technicians with remote diagnostic tools; Follow established diagnostic techniques to troubleshoot installed systems; Gather and prepare documentation regarding product failure and improvement; Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically; Assist customers with questions, requests, and issues; Effectively research, document, track and monitor customers' requests and issues to ensure timely resolution; Set groundwork for escalated cases

Requirements

Associates degree or equivalent experience in relevant technical field; Basic understanding of mechanical and electrical (AC/DC) fundamental theory; Excellent Customer Service skills; Ability to communicate verbally and in writing in a professional manner; Active listening skills; Ability to remain calm in high-stress situations; Working knowledge of Microsoft office suite; Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience; Trouble-shooting skills

Nice to have

Bachelor's Degree; Bilingual Spanish