Technical Support Representative

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The Technical Support Representative III is responsible for providing technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs (including sending parts) under limited supervision and minimal guidance from Supervisor. Assist customers (external and internal) in a variety of questions, requests, and issues. Effectively research, document, track and monitor customers’ requests and issues to ensure timely resolution.

Major Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians and answers standard to complex questions over the phone, email or in person
• Provide accurate, timely, and descriptive notes during calls
• Solve a range of routine to complex problems
• Document unknown problems
• Troubleshoot with the dealer technician to resolve increasingly complex issues with the product in the field
• Gather and prepare documentation regarding product failure and make recommendations
• Perform on-site troubleshooting, diagnosis, and repair as required
• Track and analyze product failure trends
• Instruct new dealer technicians how to navigate Generac’s warranty systems and submit claims electronically. Makes decisions on warranty concessions.
• Mentor less experienced technical service representatives
• Serve as technical expert for team and escalated calls
• Advocate for product or document changes

Associates Degree or equivalent experience in relevant technical field 3 years related technical experience

Knowledge / Skills / Abilities

• 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
• Active listening skills
• Deep understanding and knowledge of inverter and solar+battery function
• Ability to remain calm in high- stress situations
• Strong knowledge of Microsoft office suit
• Leadership and team competencies
• Ability to effectively communicate technical concepts, regardless of varying degrees of customers’ technical experience
• Ability to work independently and make decisions in the best interest of the customer and the company
• Advanced trouble shooting skills with emphasis on creative problem solving
• Advanced knowledge of system integration and device programming

Office Environment:

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 the ability to adjust focus.