Generac
We are Generac, a leading energy technology company committed to powering a smarter world.
Over the 60+ 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 Industrial Technical Support Specialist II is responsible for providing advanced technical support to our authorized dealer network, including fielding and resolving technical service issues, 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, mentors the rest of the technical support department, and manages highly escalated or technical cases involving key accounts.
Minimum Qualifications
Associate’s degree in automotive or diesel technology or equivalent experience in a related technical field
3 years of related technical experience in automotive repair, diesel engines, gaseous engines, or generators
Preferred Qualifications
Generac Master Certification or equivalent
Bachelor’s Degree in a technical field
Bilingual Spanish
3 years of AC or DC electrical experience
Experience working with SAP, GenService, Salesforce, and Windchill
Essential Duties
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.
Resolve routine to non‑routine issues.
Instruct new dealer personnel on how to navigate Generac’s warranty systems and submit claims electronically.
Troubleshoot with dealer technicians to resolve highly complex issues 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.
Overtime may be required depending on market conditions.
Knowledge, Skills, and Abilities
Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory.
Ability to read and follow wiring diagrams and schematics.
Excellent customer service skills.
Strong verbal and written communication skills.
Solid understanding 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 while considering the varying degrees of customers’ technical experience.
Advanced problem‑solving skills.
Basic knowledge of control system programming.
Physical Demands While performing the duties of this job, the employee is regularly required to talk and hear; use hands to manipulate objects or controls; stand and walk; stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25–50 pounds. Occasional travel and frequent, continuous computer‑based work are typical. The position requires periods of sitting and close vision and the ability to adjust focus.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
#J-18808-Ljbffr
Over the 60+ 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 Industrial Technical Support Specialist II is responsible for providing advanced technical support to our authorized dealer network, including fielding and resolving technical service issues, 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, mentors the rest of the technical support department, and manages highly escalated or technical cases involving key accounts.
Minimum Qualifications
Associate’s degree in automotive or diesel technology or equivalent experience in a related technical field
3 years of related technical experience in automotive repair, diesel engines, gaseous engines, or generators
Preferred Qualifications
Generac Master Certification or equivalent
Bachelor’s Degree in a technical field
Bilingual Spanish
3 years of AC or DC electrical experience
Experience working with SAP, GenService, Salesforce, and Windchill
Essential Duties
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.
Resolve routine to non‑routine issues.
Instruct new dealer personnel on how to navigate Generac’s warranty systems and submit claims electronically.
Troubleshoot with dealer technicians to resolve highly complex issues 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.
Overtime may be required depending on market conditions.
Knowledge, Skills, and Abilities
Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory.
Ability to read and follow wiring diagrams and schematics.
Excellent customer service skills.
Strong verbal and written communication skills.
Solid understanding 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 while considering the varying degrees of customers’ technical experience.
Advanced problem‑solving skills.
Basic knowledge of control system programming.
Physical Demands While performing the duties of this job, the employee is regularly required to talk and hear; use hands to manipulate objects or controls; stand and walk; stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25–50 pounds. Occasional travel and frequent, continuous computer‑based work are typical. The position requires periods of sitting and close vision and the ability to adjust focus.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
#J-18808-Ljbffr