Generac Power Systems
Technical Support Engineer
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 Technical Support Engineer is responsible for providing advanced technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs autonomously with minimal guidance from leadership.
The Technical Support Engineer develops and maintains technical troubleshoot procedures, creates technical content for new product introductions, and manages technical support cases involving key accounts.
MINIMUM QUALIFICATIONS:BS in Electrical Engineering or related degree1+ year of experience working in the power electronics industry, preferably with solar + energy storagePREFERRED QUALIFICATIONS:
Bilingual SpanishFamiliarity with NECNABCEP CertificationSolid understanding of residential electrical systemsAbility to read single line & three-line diagramsPrevious technical support experienceESSENTIAL DUTIES:
Answer inbound calls and respond to emails from Dealer Technicians and respond to complex questions over the phoneProvide accurate, timely, and descriptive notes during calls in salesforceUse and improve internal technical troubleshooting contentProvide key account technical supportServe as a path of escalation for technical support representatives through the help deskPerform on-site troubleshooting, diagnosis, and repair as requiredWork closely with product engineering and quality engineering to develop comprehensive troubleshooting content for the entire technical support teamUpdate and maintain internal and external knowledge baseWork to create customer and dealer facing technical video contentWork with new hires, and existing employees to foster a culture of continuous improvementProvide technical training to new hires and as part of new product introductions.Other Duties as assigned and the following:
Mentors less experienced technical service representatives. Serve as technical expert for team and escalated calls.KNOWLEDGE, SKILLS AND ABILITIES:
In depth understanding of electrical (AC/DC) theoryKnowledge of power converters, boost, buck, inverters, & rectifiersUnderstanding and working knowledge of engine maintenance and troubleshooting of gensets is a plusExcellent Customer Service skillsAbility to professionally and effectively communicate verbally and in writingAbility to remain calm in high-stress situationsStrong knowledge of Microsoft office suiteLeadership competencyAbility to effectively communicate technical concepts, while taking into consideration varying degrees of customers' technical experienceAbility to work independently and make decisions in the best interest of the customer and the companyAdvanced 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 - 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 Technical Support Engineer is responsible for providing advanced technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs autonomously with minimal guidance from leadership.
The Technical Support Engineer develops and maintains technical troubleshoot procedures, creates technical content for new product introductions, and manages technical support cases involving key accounts.
MINIMUM QUALIFICATIONS:BS in Electrical Engineering or related degree1+ year of experience working in the power electronics industry, preferably with solar + energy storagePREFERRED QUALIFICATIONS:
Bilingual SpanishFamiliarity with NECNABCEP CertificationSolid understanding of residential electrical systemsAbility to read single line & three-line diagramsPrevious technical support experienceESSENTIAL DUTIES:
Answer inbound calls and respond to emails from Dealer Technicians and respond to complex questions over the phoneProvide accurate, timely, and descriptive notes during calls in salesforceUse and improve internal technical troubleshooting contentProvide key account technical supportServe as a path of escalation for technical support representatives through the help deskPerform on-site troubleshooting, diagnosis, and repair as requiredWork closely with product engineering and quality engineering to develop comprehensive troubleshooting content for the entire technical support teamUpdate and maintain internal and external knowledge baseWork to create customer and dealer facing technical video contentWork with new hires, and existing employees to foster a culture of continuous improvementProvide technical training to new hires and as part of new product introductions.Other Duties as assigned and the following:
Mentors less experienced technical service representatives. Serve as technical expert for team and escalated calls.KNOWLEDGE, SKILLS AND ABILITIES:
In depth understanding of electrical (AC/DC) theoryKnowledge of power converters, boost, buck, inverters, & rectifiersUnderstanding and working knowledge of engine maintenance and troubleshooting of gensets is a plusExcellent Customer Service skillsAbility to professionally and effectively communicate verbally and in writingAbility to remain calm in high-stress situationsStrong knowledge of Microsoft office suiteLeadership competencyAbility to effectively communicate technical concepts, while taking into consideration varying degrees of customers' technical experienceAbility to work independently and make decisions in the best interest of the customer and the companyAdvanced 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 - 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."