Generac Power Systems
Supervisor Technical Support
Generac Power Systems, Waukesha, Wisconsin, United States, 53188
We are Generac, a leading energy technology company committed to powering a smarter world.
Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Supervisor, Technical Support will manage the day-to-day operations of a team of Technical Support Representatives and Technical Support Engineers responsible for ensuring Dealer satisfaction on all levels of business by providing highly technical phone troubleshooting, system diagnostics, warranty replacement parts, and knowledge management content creation, for various Generac Clean Energy products. This position is responsible for overseeing daily operations of a technical support team and working with the Management team to execute the overall vision of Clean Energy technical support.
MINIMUM QUALIFICATIONS:Bachelors Degree2+ years of experience running B2B technical support teams.1+ years of experience working with Solar + Storage.PREFERRED QUALIFICATIONS:
Bachelors Degree in Electrical Engineering, or Mechanical Engineering and relevant experienceExperience and sound knowledge of Generac Clean Energy productsExperienced in Power ElectronicsPrevious experience using SalesforceIndepth understanding of residential electrical systemsExperience operating complex phone systemsExperience with ChatGPT, generative AI, and ChatbotsExperience with knowledge management systemsESSENTIAL DUTIES:
Selects, coaches and develops staff. Sets clear expectations to inspire and motivate the team. Manages performance recognizing achievement, providing feedback and administering progressive discipline when necessary.Tracks and creates reports on specific key performance indicators, feedback is provided to individual contributors, and their Manager.Manages all aspects of the technical support organization.Develops and creates monthly, quarterly, and annual goals for their team under the direction of managementOversees highly escalated cases and delegates work to appropriate resources within the technical support team.Manage the workflow of up to 8 individual contributors developing Generac Clean Energy Dealer and Consumer facing knowledge base.Work with the Generac Clean Energy Solutions product engineering team & Customer Support to identify, diagnose, and provide reliable solutions for escalated technical support & Customer Support issues to assure complete customer/dealer satisfaction.Support the release of new product introductions, and product improvements to ensure Generac Clean Energy is creating products that meet the needs of our customers.Provide technical guidance to internal and external sales & service associatesManage escalated and highly escalated technical support and service requests from various departmentsProvide technical guidance for the development of CES training materials, manuals, and other new or updated technical content before publishedRecords detailed information of technical support activitiesDispatch Field Application Engineers for highly escalated site visits.Assist with the development and distribution of service and parts bulletins to notify customers of product changes or issues.Coordinate customer calls with regional sales managers to ensure needs of all customers in the territories are metProvide written weekly reports to manager covering product issues/ concerns, possible sales opportunities, and competitor informationKNOWLEDGE, SKILLS AND ABILITIES:
Working knowledge of electrical design, AC and DC circuitry, power generation, wiring schematics, and connection diagramsExcellent troubleshooting skills, the ability to make independent decisions, and work without direct supervisionSpark Ignited knowledge
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 - 50 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.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law."
Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Supervisor, Technical Support will manage the day-to-day operations of a team of Technical Support Representatives and Technical Support Engineers responsible for ensuring Dealer satisfaction on all levels of business by providing highly technical phone troubleshooting, system diagnostics, warranty replacement parts, and knowledge management content creation, for various Generac Clean Energy products. This position is responsible for overseeing daily operations of a technical support team and working with the Management team to execute the overall vision of Clean Energy technical support.
MINIMUM QUALIFICATIONS:Bachelors Degree2+ years of experience running B2B technical support teams.1+ years of experience working with Solar + Storage.PREFERRED QUALIFICATIONS:
Bachelors Degree in Electrical Engineering, or Mechanical Engineering and relevant experienceExperience and sound knowledge of Generac Clean Energy productsExperienced in Power ElectronicsPrevious experience using SalesforceIndepth understanding of residential electrical systemsExperience operating complex phone systemsExperience with ChatGPT, generative AI, and ChatbotsExperience with knowledge management systemsESSENTIAL DUTIES:
Selects, coaches and develops staff. Sets clear expectations to inspire and motivate the team. Manages performance recognizing achievement, providing feedback and administering progressive discipline when necessary.Tracks and creates reports on specific key performance indicators, feedback is provided to individual contributors, and their Manager.Manages all aspects of the technical support organization.Develops and creates monthly, quarterly, and annual goals for their team under the direction of managementOversees highly escalated cases and delegates work to appropriate resources within the technical support team.Manage the workflow of up to 8 individual contributors developing Generac Clean Energy Dealer and Consumer facing knowledge base.Work with the Generac Clean Energy Solutions product engineering team & Customer Support to identify, diagnose, and provide reliable solutions for escalated technical support & Customer Support issues to assure complete customer/dealer satisfaction.Support the release of new product introductions, and product improvements to ensure Generac Clean Energy is creating products that meet the needs of our customers.Provide technical guidance to internal and external sales & service associatesManage escalated and highly escalated technical support and service requests from various departmentsProvide technical guidance for the development of CES training materials, manuals, and other new or updated technical content before publishedRecords detailed information of technical support activitiesDispatch Field Application Engineers for highly escalated site visits.Assist with the development and distribution of service and parts bulletins to notify customers of product changes or issues.Coordinate customer calls with regional sales managers to ensure needs of all customers in the territories are metProvide written weekly reports to manager covering product issues/ concerns, possible sales opportunities, and competitor informationKNOWLEDGE, SKILLS AND ABILITIES:
Working knowledge of electrical design, AC and DC circuitry, power generation, wiring schematics, and connection diagramsExcellent troubleshooting skills, the ability to make independent decisions, and work without direct supervisionSpark Ignited knowledge
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 - 50 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.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law."