Technical Support Representative

Generac Power Systems Inc relies on a capable technical support team to keep its dealer network operating smoothly. In this onsite role in Waukesha, Wisconsin, you will handle technical inquiries from authorized dealers, troubleshoot field issues, and oversee warranty authorizations under supervision, while documenting and tracking requests to ensure timely resolution. This position blends hands-on problem solving with clear, professional communication to technicians and customers alike.

Location

Waukesha, WI (onsite)

Experience

Minimum of three years of related experience in technical support or a similar role.

Education

Associates degree or equivalent experience in a relevant technical field.

Responsibilities

• Respond to inbound calls and dealer technician emails, addressing questions from routine to complex via phone, email, or in person.
• Record precise, timely, and descriptive notes during interactions.
• Resolve issues spanning from routine to complex.
• Document issues that are not yet identified.
• Collaborate with dealer technicians to troubleshoot and resolve progressively deeper product-field issues.
• Collect and organize documentation on product failures and provide recommendations.
• Conduct on-site troubleshooting, diagnosis, and repairs as needed.
• Monitor and analyze trends in product failures.
• Train new dealer technicians on navigating Generac's warranty systems, submitting claims electronically, and determining warranty concessions.
• Mentor junior technical service staff.
• Act as the technical authority for the team and handle escalated inquiries.
• Advocate for changes to products or documentation.

Requirements

• Solid understanding of fundamental mechanical and electrical (AC/DC) principles.
• Excellent customer service abilities.
• Strong written and verbal communication with a professional, technical tone.
• Active listening capability.
• In-depth knowledge of inverter technology and solar plus battery operation.
• Ability to stay calm under pressure.
• Proficiency with Microsoft Office Suite.
• Leadership abilities and teamwork skills.
• Ability to clearly explain technical concepts to customers with varying levels of technical background.
• Capability to work independently and make decisions in the best interest of customers and the company.
• Advanced troubleshooting skills with an emphasis on creative problem solving.
• Advanced knowledge of system integration and device programming.

Technologies

• Microsoft Office Suite

Office Environment

The role requires regular verbal communication and the use of hands to manipulate objects, with periodic standing and walking. Occasional bending, stooping, or reaching above shoulder level may occur, and lifting up to 25 pounds is possible. The job involves substantial computer-based work with periods of sitting, close vision, and the need to adjust to screen-based tasks.