Supervisor Technical Service

Supervisor Technical Service

The Supervisor Technical Service is responsible for the day-to-day supervision of a Dealer Technical Support Team. This includes employee onboarding, training, mentoring and performance management. This position is also responsible for assigning specific job duties, tracking and reporting key performance indicators.

• Answer inbound calls from Dealer Technicians and answer questions over the phone.
• Gather and prepare documentation regarding product failure.
• Assist in determining root cause by analyzing failure modes.
• Work with Dealer Technicians to troubleshoot how to navigate Generac’s warranty systems and submit claims electronically.
• Serve as technical expert for team and escalated calls.
• Select, coach and develop staff. Set clear expectations to inspire and motivate the team. Manage performance by recognizing achievement, providing feedback, and administering progressive discipline when necessary.
• Track and create reports on specific key performance indicators.

• Associate’s degree in a related technical field or equivalent experience.
• Four (4) years of related technical experience.
• One (1) year of experience leading or mentoring a team of individuals or long-term projects.

• Excellent customer service skills.
• Ability to communicate verbally and in writing professionally.
• Ability to work independently and make decisions in the best interest of the customer and the company.
• Strong foundation of basic mechanical and electrical (AC/DC) theory.
• Solid knowledge of engine maintenance and troubleshooting including air and liquid cooled units and gas, diesel, LP, and natural gas fuel systems.
• Working knowledge of Microsoft Office Suite.
• Ability to remain calm in high stress situations.
• Strong knowledge of Generac products and applications including engine maintenance and troubleshooting of air and liquid cooled units and gas, diesel, LP, and natural gas fuel systems.
• Ability to attend, pass, and maintain current training with a 90% score for all Technical Classes offered for Generac Products.

• Bachelor’s degree.
• Bilingual Spanish.
• Previous experience using SAP or equivalent ERP.

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, and may occasionally need to stoop, bend or reach above the shoulders. The employee may need to 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 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, national origin, disability status, protected veteran status, or any other characteristic protected by law.