Manager, Technical Support

JOB SUMMARY : The Manager, Technical Support will lead a team of technical support representatives and Technical Support Engineers who are 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 Home products. This position is responsible overseeing daily operations of technical support teams, and working with senior leadership to execute the overall vision of Home technical support., * Selects,coachesand develops staff.Setsclear expectations to inspire and motivate the team. Manages performance-- recognizing achievement,providingfeedbackand administering progressive discipline when necessary.

• Tracks and creates reports on specific key performance indicators, feedback is provided to individual contributors, supervisors, and executive staff
• Managesall aspects of the technical support organization.
• Develops and creates monthly, quarterly, and annual goals for the department.
• Works closely with otherbusinessgroups withing Generac to ensure
• Oversees highly escalated cases anddelegateswork toappropriate resourceswithin the technical support team.
• Manage the workflow of many individual contributors developing Generac Clean Energy Dealer and Consumer facing knowledge base.

25%

Individual Contributor

• Work with the GeneracHomeproduct engineering team toidentify, diagnose, andprovidereliable solutions for escalated technicalsupportissues toassurecomplete customer/dealersatisfaction.
• Support the design and development of new product introductions, and product improvements to ensure GeneracHomecreatingproducts that meet the needs of our customers.
• Providetechnical guidance to internal and external sales& serviceassociates
• Manage escalated and highly escalated technical support and service requests from various departments
• Providetechnical guidance for the development of CES training materials, manuals, and other new or updated technical content before published
• Records detailed information oftechnical support activities
• Dispatch Field Application Engineers for highlyescalatedsite visits.
• Run weekly Tech Talks
• Assistwith the development and distribution of service andpartsbulletins 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 met
• Provide technical support andadditionalcompany presence at national and regional industry trade shows
• Provide written weekly reports to manager covering accounts visited, service schools provided, product issues/ concerns,possible sales opportunities, and competitor information, Level of Independence : This position acts under the direction of the Sr Mgr of Technical Service for Generac Home.

• BachelorsDegreein Electrical Engineering,or Mechanical Engineeringandrelevantexperience
• 5+ years of experience runningB2Btechnical support teams.
• 2+ years of experience working with Solar + Storage., * Experience and sound knowledge ofGeneracClean Energyproducts andinitiative to learn other Generac Home products
• Experienced inPowerElectronics
• Previousexperience usingSalesforce
• Indepthunderstanding ofresidential electrical systems
• Experience operating complex phonesystems
• Experience withAI tools tooptimizeinternal and external systems
• Experience with knowledge management systems, * Working knowledge ofelectricaldesign, AC and DC circuitry, power generation, wiring schematics, and connection diagrams
• Excellent troubleshooting skills, the ability to make independent decisions, and work without directsupervision
• Spark Ignitedknowledge

We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us?, We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us? As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.