Sr. Industrial Technical Support Specialist

The Senior Industrial Technical Support Specialist provides advanced technical assistance to Generac's authorized dealer network, troubleshooting complex product issues, authorizing warranty repairs with minimal guidance, and developing procedures. The role also mentors the technical support team and manages highly escalated cases with key accounts. This position is based onsite in Sussex, WI.

Responsibilities

• Field inbound calls and emails from dealer technicians, including Master Technicians, delivering guidance on standard to highly complex inquiries via phone.
• Document conversations with precise, timely, and descriptive notes.
• Resolve issues ranging from routine to non-routine across the product portfolio.
• Educate new dealer personnel on navigating Generac's warranty systems and submitting claims electronically.
• Collaborate with dealer technicians to troubleshoot highly complex field issues and drive effective resolutions.
• Provide on-site troubleshooting, diagnosis, and repairs as required.
• Compile documentation on product failures for analysis by quality and engineering teams.
• Mentor less experienced Industrial Technical Support Specialists.
• Monitor and respond to emails from the Industrial Service inbox, including special equipment requests.
• Overtime may be required based on market conditions.

Requirements

• Associate degree in automotive or diesel technology, or equivalent technical experience.
• Seven years of related technical experience in automotive repair, diesel engines, gaseous engines, or generators.

Technologies

• SAP
• GenService
• Salesforce
• Windchill
• Microsoft Office suite

Preferred Job Requirements

• Generac Master Certification or equivalent
• Bachelor’s Degree in a technical field
• Bilingual Spanish
• Three years of AC or DC Electrical experience
• Experience working with SAP, GenService, Salesforce and Windchill

Benefits

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Great Reasons to Work for Generac

• Competitive benefits including health, dental, vision, and a 401(k) plan
• Complimentary on-site gym available Monday through Saturday
• Product loan program up to four days and discount programs
• Active involvement in storm relief efforts and community initiatives
• Volunteer Time Off program to support charitable opportunities on company time
• A culture that includes team-building events and Fun Days
• Commitment to inclusion, diversity, equity, and respect

Pay

USD 30 - 38 per hour

Work Location

Sussex, WI (onsite) - In person

Physical Demands

• Regularly required to talk and hear, and to use hands to handle objects or controls
• Frequently standing and walking; occasional stooping, bending, or reaching above shoulder level
• Occasional lifting up to 25 pounds
• Frequent computer-based work involving sitting, close vision, and the ability to adjust