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Manager, Technical Support

Generac Power Systems Inc -
Waukesha, WI

Quick Apply

Job Details

Full-time
4 days ago

Qualifications

Managing technical support teams
Team supervision
Managing teams in a customer support role
B2B business model
B2B
Solar energy

Full Job Description

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?

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.

MINIMUM QUALIFICATIONS:

Bachelors Degree in Electrical Engineering, or Mechanical Engineering and relevant experience

5+ years of experience running B2B technical support teams.

2+ years of experience working with Solar + Storage.

PREFERRED QUALIFICATIONS:

Experience and sound knowledge of Generac Clean Energy products and initiative to learn other Generac Home products

Experienced in Power Electronics

Previous experience using Salesforce

In depth understanding of residential electrical systems

Experience operating complex phone systems

Experience with AI tools to optimize internal and external systems

Experience with knowledge management systems

ESSENTIAL DUTIES:

75%

Supervision

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, supervisors, and executive staff

Manages all aspects of the technical support organization.

Develops and creates monthly, quarterly, and annual goals for the department.

Works closely with other business groups withing Generac to ensure

Oversees highly escalated cases and delegates work to appropriate resources within 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 Generac Home product engineering team to identify, diagnose, and provide reliable solutions for escalated technical support issues to assure complete customer/dealer satisfaction.

Support the design and development of new product introductions, and product improvements to ensure Generac Home creating products that meet the needs of our customers.

Provide technical guidance to internal and external sales & service associates

Manage escalated and highly escalated technical support and service requests from various departments

Provide technical guidance for the development of CES training materials, manuals, and other new or updated technical content before published

Records detailed information of technical support activities

Dispatch Field Application Engineers for highly escalated site visits.

Run weekly Tech Talks

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 met

Provide technical support and additional company 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

KNOWLEDGE, SKILLS AND ABILITIES:

Working knowledge of electrical design, AC and DC circuitry, power generation, wiring schematics, and connection diagrams

Excellent troubleshooting skills, the ability to make independent decisions, and work without direct supervision

Spark Ignited knowledge

Level of Independence: This position acts under the direction of the Sr Mgr of Technical Service for Generac Home.

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.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

Quick Apply

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