Manager, Technical Support

JOB SUMMARY: The Manager, Technical Support will lead a team of technical support representatives and Technical Support Engineers who are responsible for ensuring Dealer satisfaction on all levels of business by providing highly technical phone troubleshooting, system diagnostics, warranty replacement parts, and knowledge management content creation, for various Generac Home products. This position is responsible overseeing daily operations of technical support teams, and working with senior leadership to execute the overall vision of Home technical support.   

MINIMUM QUALIFICATIONS:  

• Bachelors Degree in Electrical Engineering, or Mechanical Engineering and relevant experience 

• 5+ years of experience running B2B technical support teams. 

• 2+ years of experience working with Solar + Storage. 

PREFERRED QUALIFICATIONS:  

• Experience and sound knowledge of Generac Clean Energy products and initiative to learn other Generac Home products 

• Experienced in Power Electronics 

• Previous experience using Salesforce 

• In depth understanding of residential electrical systems 

• Experience operating complex phone systems 

• Experience with AI tools to optimize internal and external systems 

• Experience with knowledge management systems 

ESSENTIAL DUTIES: 

75% 

Supervision 

• Selects, coaches and develops staff. Sets clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement, providing feedback and administering progressive discipline when necessary. 

• Tracks and creates reports on specific key performance indicators, feedback is provided to individual contributors, supervisors, and executive staff 

• Manages all aspects of the technical support organization. 

• Develops and creates monthly, quarterly, and annual goals for the department. 

• Works closely with other business groups withing Generac to ensure  

• Oversees highly escalated cases and delegates work to appropriate resources within the technical support team. 

• Manage the workflow of many individual contributors developing Generac Clean Energy Dealer and Consumer facing knowledge base. 

25% 

Individual Contributor 

• Work with the Generac Home product engineering team to identify, diagnose, and provide reliable solutions for escalated technical support issues to assure complete customer/dealer satisfaction.   

• Support the design and development of new product introductions, and product improvements to ensure Generac Home creating products that meet the needs of our customers.  

• Provide technical guidance to internal and external sales & service associates  

• Manage escalated and highly escalated technical support and service requests from various departments 

• Provide technical guidance for the development of CES training materials, manuals, and other new or updated technical content before published  

• Records detailed information of technical support activities 

• Dispatch Field Application Engineers for highly escalated site visits. 

• Run weekly Tech Talks 

• Assist with the development and distribution of service and parts bulletins to notify customers of product changes or issues. 

• Coordinate customer calls with regional sales managers to ensure needs of all customers in the territories are met 

• Provide technical support and additional company presence at national and regional industry trade shows 

• Provide written weekly reports to manager covering accounts visited, service schools provided, product issues/ concerns, possible sales opportunities, and competitor information 

KNOWLEDGE, SKILLS AND ABILITIES: 

• Working knowledge of electrical design, AC and DC circuitry, power generation, wiring schematics, and connection diagrams 

• Excellent troubleshooting skills, the ability to make independent decisions, and work without direct supervision 

• Spark Ignited knowledge 

Level of Independence: This position acts under the direction of the Sr Mgr of Technical Service for Generac Home. 

Office Environment:

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.  On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders.  The employee must occasionally 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 the ability to adjust focus.