Technical Support Representative

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 ResponsibilitiesAnswer inbound calls and respond to emails from Dealer Technicians and answers standard to complex questions over the phone, email or in personProvide accurate, timely, and descriptive notes during callsSolve a range of routine to complex problemsDocument unknown problemsTroubleshoot with the dealer technician to resolve increasingly complex issues with the product in the fieldGather and prepare documentation regarding product failure and make recommendationsPerform on-site troubleshooting, diagnosis, and repair as requiredTrack and analyze product failure trendsInstruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically. Makes decisions on warranty concessions.Mentor less experienced technical service representativesServe as technical expert for team and escalated callsAdvocate for product or document changesMinimum Job RequirementsEducationAssociates Degree or equivalent experience in relevant technical field3 years related technical experienceKnowledge / Skills / AbilitiesStrong understanding of basic mechanical and electrical (AC/DC) theoryExcellent Customer Service skillsExcellent written and verbal communication skills in a professional and technical mannerActive listening skillsDeep understanding and knowledge of inverter and solar+battery functionAbility to remain calm in high- stress situationsStrong knowledge of Microsoft office suitLeadership and team competenciesAbility to effectively communicate technical concepts, regardless of varying degrees of customers' technical experienceAbility to work independently and make decisions in the best interest of the customer and the companyAdvanced trouble shooting skills with emphasis on creative problem solvingAdvanced knowledge of system integration and device programmingOffice EnvironmentWhile 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.