Technical Support Representative

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

Responsibilities

• 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

Requirements

• 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

Technology

• Microsoft Office suite
• AC/DC theory
• Inverter
• Solar + battery
• System integration
• Device programming

Office / Work Environment

• 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