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

Associates Degree or equivalent experience in relevant technical field
3 years related technical experience
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
Advanced trouble shooting skills with emphasis on creative problem solving
Advanced knowledge of system integration and device programming

Technical Support Representative

Key skills