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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 Responsibilities

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
Advocate for product or document changes

Minimum Job Requirements
Education
Associates Degree or equivalent experience in relevant technical field
3 years related technical experience

Knowledge / Skills / Abilities

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
Leadership and team competencies
Ability to effectively communicate technical concepts, regardless of varying degrees of customers' technical experience
Ability to work independently and make decisions in the best interest of the customer and the company
Advanced trouble shooting skills with emphasis on creative problem solving
Advanced knowledge of system integration and device programming

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.”

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