Technical Support Representative
Core
Provide advanced technical support for Generac power generation and energy storage products to authorized dealer networks, diagnosing mechanical and electrical issues and authorizing warranty repairs.
Role type
Senior IC technical support representative (power generation & energy storage)
Builds
Home standby generators, portable generators, transfer switches, inverter systems, and battery energy storage systems
Domain
Renewable energy, power generation, electrical systems
Required skills
mechanical systems troubleshooting, electrical theory (AC/DC), inverter technology expertise, battery energy storage systems knowledge, root-cause analysis, warranty claim processing, on-site diagnostics, stakeholder communication
Preferred skills
mentoring junior technicians, product improvement advocacy, complex field troubleshooting, leadership competencies
Technologies
Microsoft Office Suite, electronic claim submission systems
Responsibilities
Answer inbound calls and emails from dealer technicians regarding complex product inquiries; troubleshoot mechanical, electrical, and controls-related issues; perform on-site diagnostics and repair support; document interactions and unresolved issues; analyze product failure trends; instruct new technicians on warranty processes; mentor less experienced representatives; make decisions on warranty concessions.
Seniority
Senior, hands-on IC with mentorship responsibilities