Technical Support Representative

Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians and answer standard to complex questions over the phone, email or in person
• Provide accurate, timely, and descriptive notes during calls
• Solve a range of routine to complex problems
• Document unknown problems
• Troubleshoot with the dealer technician to resolve increasingly complex issues with the product in the field
• Gather and prepare documentation regarding product failure and make recommendations
• Perform on-site troubleshooting, diagnosis, and repair as required
• Track and analyze product failure trends
• Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically.
• Make decisions on warranty concessions.
• Mentor less experienced technical service representatives
• Serve as technical expert for team and escalated calls

• Associates Degree or equivalent experience in relevant technical field
• 3 years related technical experience
• Strong understanding of basic mechanical and electrical (AC/DC) theory
• Excellent Customer Service skills
• Excellent written and verbal communication skills in a professional and technical manner
• Active listening skills
• Deep understanding and knowledge of inverter and solar+battery function
• Ability to remain calm in high-stress situations
• Strong knowledge of Microsoft office suite
• Advanced trouble shooting skills with emphasis on creative problem solving
• Advanced knowledge of system integration and device programming

Demonstrates expertise in troubleshooting, diagnosis, and repair of mechanical and electrical systems, with a strong focus on customer service and effective communication. Capable of mentoring and instructing others while analyzing product failure trends and making informed recommendations.

• Associates Degree

• Microsoft Office Suite
• Warranty Systems