Battery Storage Support Jobs

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Generac Power Systems Inc Reno, NV

Reno, NV

Today

Full time Battery Storage Customer Support Hardware Support

Generac Power Systems Inc is seeking a Technical Support Representative III for onsite support in Reno, NV.

Field technical service requests from the authorized dealer network via inbound calls, email, and in-person interactions
Answer questions ranging from standard to complex through phone, email, or onsite support
Capture accurate, timely, and descriptive call notes
Resolve routine to complex technical problems under limited supervision
Document and log unknown issues for follow-up
Troubleshoot with dealer technicians to resolve increasingly complex product issues in the field
Collect and prepare documentation related to product failures and provide recommendations
Conduct on-site troubleshooting, diagnosis, and repairs as needed
Track and analyze product failure trends
Guide new dealer technicians on how to navigate Generac warranty systems and submit claims electronically
Make warranty concession decisions
Mentor less experienced technical service representatives
Act as a technical expert for the team and handle escalated calls
Advocate for product or documentation changes

Associate's Degree or equivalent experience in a relevant technical field
3 years of related technical experience
Strong understanding of basic mechanical and electrical (AC/DC) theory
Excellent customer service skills
Excellent written and verbal communication skills in a professional and technical manner
Strong active listening skills
Deep understanding of inverter and solar + battery function
Ability to stay calm in high-stress situations
Strong knowledge of Microsoft Office suite
Leadership and team competencies
Ability to communicate technical concepts to customers with varying technical experience
Ability to work independently and make decisions in the best interest of the customer and the company
Advanced troubleshooting skills with creative problem solving
Advanced knowledge of system integration and device programming

Regularly required to talk and hear; regularly required to use hands to manipulate objects or controls
Regularly required to stand and walk
Occasionally required to stoop, bend, or reach above shoulder level
Occasionally required to lift up to 25 pounds
Frequent and continuous computer-based work, including periods of sitting, close vision requirements, and the ability to adjust focus

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