Technical Support Representative

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Position Overview

The Technical Support Representative III provides advanced technical support for Generac generators, transfer switches, solar inverter systems, and battery energy storage products. This role partners with Generac's authorized dealer network to diagnose mechanical and electrical product issues, provide troubleshooting guidance, and authorize warranty repairs. The Technical Support Representative III serves as a technical resource for dealers and internal teams, leveraging expertise in power generation and energy technology products to resolve complex field issues and deliver an exceptional customer experience.

Products Supported

• Home standby generators
• Portable generators
• Transfer switches
• Inverter systems
• Battery energy storage systems
• Engine- and alternator-driven power generation equipment
• Solar Inverters

Major Responsibilities

• Answer inbound calls and respond to emails from dealer technicians, providing support for complex mechanical, electrical, and product performance inquiries.
• Provide accurate, timely, and descriptive documentation of customer interactions and troubleshooting activities.
• Solve a range of routine to complex product and technical issues.
• Document unresolved product issues and escalate findings as appropriate.
• Troubleshoot mechanical, electrical, controls-related, and operational issues with dealer technicians to resolve increasingly complex field concerns.
• Gather and prepare documentation regarding product and component failures, identify potential root causes, and make recommendations for corrective action.
• Perform on-site troubleshooting, diagnostics, inspections, and repair support as required.
• Track and analyze product failure trends and communicate findings to appropriate stakeholders.
• Instruct new dealer technicians on warranty processes and systems and assist with electronic claim submission. Make decisions regarding warranty concessions.
• Mentor less experienced technical service representatives through coaching and technical guidance.
• Serve as a subject matter expert for complex generator, inverter, and energy storage troubleshooting cases.
• Advocate for product improvements, troubleshooting resources, and technical documentation enhancements.

Minimum Job Requirements

Education

• Associate degree or equivalent experience in a relevant technical field.

Experience

• 3 years of technical experience related.

Knowledge / Skills / Abilities

• Strong understanding of mechanical systems and electrical theory, including AC/DC power fundamentals.
• Excellent customer service skills.
• Excellent written and verbal communication skills with the ability to communicate complex technical concepts to audiences with varying levels of technical expertise.
• Strong active listening skills.
• Deep understanding of inverter technologies, battery energy storage systems, electrical controls, and solar integration.
• Ability to remain calm and effective in high-stress situations.
• Strong knowledge of Microsoft Office Suite.
• Demonstrated leadership and team collaboration competencies.
• Ability to work independently and make decisions in the best interest of the customer and the company.
• Advanced electrical and mechanical troubleshooting skills with an emphasis on diagnostics, root-cause analysis, and creative problem solving.
• Advanced knowledge of generator controls, power generation equipment, inverter technologies, battery storage systems, product configuration, and equipment integration.

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.

“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.”