Company Generac Power Systems
Name Technical Service Representative I
Req # 63925
Employment Type Full Time
Shift 1st
It's a challenge and an invitation. Most importantly, it's an opportunity to join an industry leader that's shaping the market and investing in its people, along with new growth and technologies. Our rapid growth equals rapid career advancement opportunities for those who want to be challenged and enjoy a fast-paced, high-performance culture. We focus on personal and professional development; encourage learning on the job and being a supportive team member; and hope each day of work brings purpose and pride.
The Technical Service Representative I is responsible for providing technical assistance and authorizing warranty repairs to our authorized dealer network under general supervision with some guidance from leadership and higher level TSRs. The Technical Servicer Representative will assist customers with questions, requests, and issues and effectively research, document, track and monitor customers' requests and issues to ensure timely resolution.
Essential Duties and Responsibilities:
- Answer inbound calls and respond to emails from Dealer Technicians and answers standard questions over the phone
- Provide accurate, timely, and descriptive notes during calls
- Uses existing procedures to solve problems
- Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically
- Troubleshoot with the dealer technician to resolve basic issues with the product in the field
- Gather and prepare documentation regarding product failure
Minimal Qualifications:
- Associates Degree or equivalent experience in relevant technical field
Preferred Qualifications:
- Bachelor's Degree
- Bilingual Spanish
Knowledge and Skills:
- Basic understanding of basic mechanical and electrical (AC/DC) fundamental theory
- Excellent Customer Service skills
- Ability to communicate verbally and in writing in a professional manner
- Knowledge of engine maintenance and troubleshooting of gensets
- Ability to remain calm in high-stress situations
- Working knowledge of Microsoft office suite
- Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience
- Basic Problem-solving skills
Physical demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and ability to adjust focus. Occasional travel. Some travel in learning capacity to include storm response.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."