Generac

Manager, Technical Support

Waukesha, WI - USA

Sponsorship not specifiedDetected 1 day ago

SparkSalesforceCustomer SupportMechanical DesignElectrical EngineeringPower ElectronicsLeadership

About the role

This position is responsible overseeing daily operations of technical support teams, and working with senior leadership to execute the ov erall vision of Home technical support.
The Manager, Technical Support will lead a team of technical support representatives and Technical Support Engineer s who are responsible for ensuring Dealer satisfaction on al l levels of business by providing highly technical phone troubleshooting, system diagnostics, warranty replacement parts, and knowledge management content creation, for various Generac Home products.

For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future.
Selects, coaches and develops staff. Sets clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement, providing feedback and administering progressive discipline when necessary.
Tracks and creates reports on specific key performance indicators, feedback is provided to individual contributors, supervisors, and executive staff
Manages all aspects of the technical support organization.
Oversees highly escalated cases and delegates work to approp riate resources within the technical support team.
Manage the workflow of many individual contributors developing Generac Clean Energy Dealer and Consumer facing knowledge base.
Work with the Generac Home product engineering team to identify, diagnose, and provide reliable solutions for escalated technical support issues to assure complete customer /dealer satisfaction.
Manage escalated and highly escalated technical support and service requests from various departments
Records detailed information of technical support activities
Provide technical support and additional company presence at national and regional industry trade shows

Bachelors Degree in Electrical Engineering, or Mechanical Engineering and relevant experience
5+ years of experience running B2B technical support teams.
2+ years of experience working with Solar + Storage.
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.

Experience and sound knowledge of Generac Clean Energy products and initiative to learn other Generac Home products
Experienced in Power Electronics
Previous experience using Salesforce
In depth understanding of residential electrical systems
Experience operating complex phone systems
Experience with AI tools to optimize internal and external systems
Experience with knowledge management systems
Sets clear expectations to inspire and motivate the team.

Excellent troubleshooting skills, the ability to make independent decisions, and work with out direct supervision
Spark Ignited knowledge

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.

Support the design and development of new product introductions, and product improvements to ensure Generac Home creating products that meet the needs of our customers.
Assist with the development and distribution of service and parts bulletins to notify customers of product changes or issues.
Coordinate customer calls with regional sales managers to ensure needs of all customers in the territories are met

This listing is sourced directly from Generac's careers page and normalized into a canonical job model.