Technical Service Representative - Electromechanical

The Technical Service Representative I is responsible for providing technical assistance and authorizing warranty repairs (including sending parts) to our authorized dealer network. Under general supervision with guidance from a Supervisor and higher-level TSRs, the role assists customers with questions, requests, and issues, researching, documenting, tracking, and monitoring customer requests and issues to ensure timely resolution and setting groundwork for escalated cases.

• Answer inbound calls and respond to emails from Dealer Technicians and answer standard questions over the phone
• Provide accurate, timely, and descriptive notes during calls
• Assist Dealer Technicians with remote diagnostic tools
• Follow established diagnostic techniques to troubleshoot installed systems
• Gather and prepare documentation regarding product failure and improvement
• Instruct new dealer technicians on how to navigate Generac's warranty systems and submit claims electronically

• Associate’s degree or equivalent experience in a relevant technical field

• Bachelor’s Degree
• Bilingual Spanish

• Basic understanding of mechanical and electrical (AC/DC) fundamental theory
• Excellent Customer Service skills
• Ability to communicate verbally and in writing in a professional manner
• Active listening skills
• Ability to remain calm in high‑stress situations
• Working knowledge of Microsoft Office suite
• Ability to effectively communicate technical concepts, taking into consideration the varying degrees of customers’ technical experience
• Troubleshooting skills

While performing the duties of this job, the employee must regularly be required to talk and hear; use hands to manipulate objects or controls; stand and walk; occasionally stoop, bend, or reach above the shoulders; lift up to 25 pounds; and engage in computer‑based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel may be required.

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.