Industrial Technical Service Representative I

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

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Technical Service Representative I is responsible for providing technical assistance and authorizing warranty repairs to our authorized dealer network under general supervision with some guidance from leadership and higher level TSRs. The Technical Service Representative will assist customers with questions, requests, and issues and effectively research, document, track and monitor customers' requests and issues to ensure timely resolution.

MINIMUM QUALIFICATIONS:

• Associates Degree or equivalent experience in relevant technical field
  
  
  

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree
• Bilingual Spanish
  
  
  

ESSENTIAL DUTIES:

• Answer inbound calls and respond to emails from Dealer Technicians and answers standard questions over the phone
• Provide accurate, timely, and descriptive notes during calls
• Uses existing procedures to solve problems
• Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically
• Troubleshoot with the dealer technician to resolve basic issues with the product in the field
• Gather and prepare documentation regarding product failure
  
  
  

KNOWLEDGE, SKILLS AND ABILITIES:

• Basic understanding of basic mechanical and electrical (AC/DC) fundamental theory
• Excellent Customer Service skills
• Ability to communicate verbally and in writing in a professional manner
• Knowledge of engine maintenance and troubleshooting of gensets
• Ability to remain calm in high-stress situations
• Working knowledge of Microsoft office suit
• Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience
• Basic Problem-solving skills.
  
  
  

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.

“We are 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.”