Industrial Technical Support Specialist

Industrial Technical Support Specialist II

We believe power is a promise— a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us?

Position Location:

Sussex, WI (N64 W23110

Main Street)

This position reports to our new Sussex office location and requires an onsite presence five days per week.

• Provide advanced technical support to authorized dealer network, fielding and resolving technical service issues.
• Issue troubleshooting support and authorize warranty repairs autonomously with minimal guidance from leadership.
• Develop and maintain technical troubleshooting procedures, create technical content for new product introductions, and mentor the technical support department.
• Manage highly escalated or technical cases involving key accounts.
• Answer inbound calls and respond to emails from dealer technicians, including master technicians, addressing standard to highly complex questions over the phone.
• Instruct new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.
• 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 and monitor the Industrial Service inbox for special equipment requests.

• 50% - Answer inbound calls and respond to emails from dealer technicians (standard to highly complex queries).
• 40% - Instruct new dealer personnel on warranty systems and resolve highly complex issues, including on-site troubleshooting.
• 10% - Gather and prepare product failure documentation.
• Other duties as assigned, including monitoring the Industrial Service inbox and potential overtime.

• Associate’s degree in automotive or diesel technology or equivalent experience in a related technical field.
• 3 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators.

• 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, Gen Service, Salesforce, and Windchill.

• Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory, reading and following wiring diagrams and schematics.
• Excellent customer service skills and professional communication (verbal and written).
• Knowledge of engine diagnostics and troubleshooting of gensets.
• Ability to remain calm in high‑stress situations.
• Solid knowledge of Microsoft Office Suite and basic control system programming.
• Developing leadership competencies and ability to communicate technical concepts to varying technical audiences.
• Advanced problem‑solving skills.

Regularly required to talk and hear; use hands to manipulate objects or controls; stand, walk, stoop, bend, or reach above shoulders. Occasionally lift up to 25 pounds. Typical frequent continuous computer‑based work requiring periods of sitting, close vision, and 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.