Senior Industrial Technical Support Specialist

Senior Industrial Technical Support Specialist

We are Generac, a leading energy technology company committed to powering a smarter world. Our company has been dedicated to energy innovation for over 60 years. At Generac Industrial Energy, we harness decades of experience and resources to help lead the way. It's the foundation of prosperity, fueling the industries and essential services that drive our society forward. It's so much more than power. We provide a range of solutions that will work together to streamline systems across every stage of the energy journey. Our people are united by a shared mission to make the world safer, brighter, and more productive. Come be part of a team where diverse backgrounds, ideas, and talents drive real impact.

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.

Major responsibilities include: answering inbound calls and responding to emails from dealer technicians including master technicians and answering standard to highly complex questions over the phone; providing accurate, timely, and descriptive notes during calls; solving routine to non-routine issues; instructing new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically; troubleshooting with the dealer technician to resolve highly complex issues with the product in the field; assisting with on-site troubleshooting, diagnosis, and repairs as required; and gathering and preparing documentation regarding product failures for further analysis by quality and engineering teams.

Other duties assigned and the following include: mentoring less experienced Industrial Technical Support Specialists; monitoring and answering emails from the Industrial Service inbox including special equipment requests; and overtime may be required depending on market conditions.

Minimum job requirements include: an associate's degree in automotive or diesel technology or equivalent experience in a related technical field and 7 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators.

Knowledge, skills, and abilities include: solid understanding of basic mechanical and electrical (AC/DC) fundamental theory; ability 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; ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience; advanced problem-solving skills; and basic knowledge of control system programming.

Preferred job requirements include: Generac Master Certification or equivalent; bachelor's degree in a technical field; bilingual Spanish; 3 years of AC or DC electrical experience; and experience working with SAP, GenService, Salesforce, and Windchill.

Great reasons to work for Generac include: competitive benefits, a free onsite gym, product loan and discount programs, pride in rising to the occasion during storms, making a positive impact through community service, a culture of teamwork and collaboration, and an inclusive company that celebrates differences.

Physical demands include the ability to talk, hear, and use hands to manipulate objects or controls; regularly required to stand and walk; on occasion required to stoop, bend, or reach above the shoulders; occasionally lift up to 25-50 pounds; and 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.