Technical Support Representative

On-site in Reno, NV with Generac Power Systems Inc. In this Technical Support Representative role, you will deliver hands-on assistance to Generac's authorized dealer network by fielding and resolving technical service issues, guiding troubleshooting efforts, and authorizing warranty repairs under supervision. You will research, document, track, and monitor customer requests to ensure timely resolution, while building practical knowledge of inverter and solar plus battery systems.

Responsibilities

• Answer inbound calls and dealer technician emails, providing guidance for questions ranging from routine to complex via phone, email, or in person.
• Record precise, timely, and descriptive notes during each interaction.
• Troubleshoot issues spanning routine to complex, determining effective next steps.
• Document issues that are not yet identified to aid investigation and resolution.
• Collaborate with dealer technicians to resolve increasingly complex field issues with Generac products.
• Gather and prepare documentation on product failures and offer recommendations for improvement.
• Perform on-site troubleshooting, diagnosis, and repair as required.
• Track and analyze product failure trends to support quality and reliability efforts.
• Teach new dealer technicians how to navigate Generac's warranty systems and submit claims electronically.
• Make decisions on warranty concessions when appropriate.
• Mentor less experienced technical service representatives.
• Serve as the technical expert for the team and escalated calls.
• Advocate for product or documentation changes to support customers and dealers.

Requirements

• Associate degree or equivalent experience in a relevant technical field.
• Minimum 3 years of related technical experience.
• Solid understanding of basic mechanical and electrical theory (AC/DC).
• Strong customer service skills.
• Excellent written and verbal communication in professional, technical contexts.
• Active listening abilities.
• Deep knowledge of inverter operation and solar battery systems.
• Ability to stay calm in high-stress situations.
• Proficiency with the Microsoft Office Suite.
• Leadership and collaboration capabilities.
• Ability to convey technical concepts clearly to customers with varying levels of technical experience.
• Ability to work independently and make decisions that serve both the customer 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 talking and listening, and using hands to manipulate objects or controls. You will regularly stand and walk, with occasional stooping, bending, or reaching overhead. Lifting up to 25 pounds may be required. The position involves frequent computer-based work, with periods of sitting and the need for close vision and adjustment as needed.