Technical Service Representative I

The Technical Service Representative I is responsible for providing technical assistance and authorizing warranty repairs (including sending parts) to our authorized dealer network. Under general supervision with some guidance from Supervisor and higher level TSRs. Assist customers with questions, requests, and issues. Effectively research, document, track and monitor customers' requests and issues to ensure timely resolution. Set groundwork for escalated cases.Major ResponsibilitiesAnswer inbound calls and respond to emails from Dealer Technicians and answer standard questions over the phone Provide accurate, timely, and descriptive notes during calls Assist Dealer Technicians with remote diagnostic tools Follow established diagnostic techniques to troubleshoot installed systemsGather and prepare documentation regarding product failure and improvementInstruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronicallyMinimum Job RequirementsAssociates degree or equivalent experience in relevant technical field Preferred QualificationsBachelor’s DegreeBilingual SpanishKnowledge / Skills / AbilitiesBasic understanding of mechanical and electrical (AC/DC) fundamental theory Excellent Customer Service skills Ability to communicate verbally and in writing in a professional manner Active listening skills Ability to remain calm in high-stress situations Working knowledge of Microsoft office suit Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience Trouble-shooting skills