Company Generac Power Systems

Name Network Operations Specialist

Req # 64930

Employment Type Full Time

Shift 1st
At Generac, we bring our best energy to work every day and promote a drive to win while respecting others and supporting growth. Join us, as we inspire change for a better world, positively impact our people and the community, influence and achieve positive results that support growth, and innovate the industry.
The Network Operations Specialist provides network monitoring and support services to customers with technical problems and issues involving network connected generators using remote access. Serves as the key pivoting point of support for customers and dealers, becoming integral to the management of our customer's generator fleet. Manages service cases from start to resolution by troubleshooting and coordinating customer service response including field service dispatching and managing service and warranty cases for our national account and telecom customers.

Essential Duties and Responsibilities:

• Manages the service process from receiving customer requests, notifying dealers, closing service cases, and auditing reports, requests, complaints, and invoices by working closely with our dealer network (IDCs), national account and telecom customers, and internal warranty/service/sales departments.
• Remotely monitors network connected generators and related components to detect, analyze, and resolve technical problems and issues while minimizing impact on customer service.
• Serves as the first point of technical contact to resolve issues prior to dispatching dealer technicians.
• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
• Evaluate service gaps and work collaboratively and cross-functionally to close.
• Measures service results against established KPIs.
• Creates required service or performance reports and presents to customers or internal leadership.
• Identifies process inefficiencies and service or product quality issues and reports to leadership.
• Supports and maintains effective relationships with customers and dealer (IDCs).
• Maintain understanding of changing customer or contract requirements, technical specifications, warranty issues, and systems and tools.

Minimal Qualifications:

• Associate's Degree or equivalent work experience
• 2 years of experience in customer service or sales-oriented roles

Preferred Qualifications:

• Experience managing relationships including influencing outcomes, resolving conflict, collaborating to solve technical or resource challenges.
• Prior training in a technical area
• Experience using SAP, Salesforce, or other ERP and CRM program

Great Reasons to work for Generac:

• Competitive Benefits: Health, Dental, Vision, 401k and many more
• Free onsite gym open Monday through Saturday for Generac employees
• 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.

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 may occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the 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, national origin, disability status, protected veteran status, or any other characteristic protected by law."