Senior Industrial Technical Support Specialist

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** 8. CONTACTING US
** Industrial Technical Support Specialist page is loaded## Senior Industrial Technical Support Specialist remote type:
Remote locations:
Waukesha, WI - USAtime type:
Full time posted on:
Posted Todayjob requisition :
JR7555
** We are Generac, a leading energy technology company committed to powering a smarter world.
** Over the 60 plus 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 Senior Industrial Technical Support Specialist is responsible for providing advanced technical support to our authorized dealer network including fielding and resolving technical service issues, providing 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, serves as a mentor to the rest of the technical support department, and manages highly escalated or technical cases involving key accounts.
*** Please note, to be considered for a fully remote arrangement, candidates must meet all qualifications and demonstrate expertise at the Master Technician level.  
***** Major Responsibilities:
*** Answers inbound calls and responds to emails from Dealer Technicians including Master Technicians and answers standard to highly complex questions over the phone.
* Provides accurate, timely, and descriptive notes during calls.
* Solves routine to non-routine issues.
* Instructs new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.
* Troubleshoots with the dealer technician to resolve highly complex issues with the product in the field.
* Assists with on-site troubleshooting, diagnosis, and repairs as required.
* Gathers and prepares documentation regarding product failures for further analysis by quality and engineering teams.
** Other Duties assigned and the following:
*** Mentors less experienced Industrial Technical Support Specialists.
* Monitors and answers emails from the Industrial Service inbox including special equipment requests.
* Overtime may be required depending on market conditions.
** Minimum

Job Requirements:

*** Associate’s degree in automotive or diesel technology or equivalent experience in related technical field
* 7 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators
** Knowledge / Skills / Abilities:
*** Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory.
* Be able to read and follow wiring diagrams and schematics.
* Excellent Customer Service skills.
* Ability to communicate verbally and in writing in a professional manner.
* Solid understanding and knowledge of engine diagnostics and troubleshooting of gensets.
* Ability to remain calm in high stress situations.
* Solid knowledge of Microsoft office suite.
* Developing leadership competencies.
* An ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience.
* Advanced Problem-solving skills.
* Basic knowledge of control system programming.
** Preferred

Job Requirements:

*** Generac Master Certification or equivalent
* Bachelor’s Degree in…