Generac

Director of Field Service Operations – Data Centers

Generac

full-time

Posted on:

Location Type: Office

Location: Waukesha • Wisconsin • United States

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Job Level

Lead

Tech Stack

ERPPMPSpark

About the role

  • Responsible for overseeing a 24/7 consumer support operation of 100+ agents in a high-volume B2C manufacturing environment
  • Ensures a seamless, customer-centric post-sale experience by driving performance across all support channels, meeting key service metrics, and leading process improvements
  • Mentors team leaders and collaborates cross-functionally to resolve issues and continuously improve the end-to-end experience
  • Setting performance metrics, communicating with appropriate dealer technicians, and leveraging customer feedback to optimize product reliability and service quality
  • Build, lead, mentor, and manage a team of market-focused field service professionals to ensure high performance and professional development
  • Oversee development of regional dealer strategy, training and deployment
  • Oversee regionalization of after sales and parts support strategy
  • Develop and implement support strategies and processes to enhance customer satisfaction and operational efficiency
  • Balancing of team resources vs. customer/dealer urgencies
  • Oversee the troubleshooting and resolution of technical issues related to stationary power generation equipment
  • Speed to resolution mindset while not sacrificing quality of workmanship
  • Drive continuous improvement initiatives to enhance support services, reduce downtime, and optimize product performance
  • Process mindset
  • Drive for excellence in execution
  • Work closely with product development and sales teams & technical support call center to address and resolve product issues and provide feedback for product enhancements
  • Build and maintain strong relationships with clients, addressing their needs and concerns promptly and effectively
  • Overcommunication focus is highly valued and may include regular reporting on performances to potential contract metrics
  • Set and monitor performance metrics for the support team (factory and dealer), ensuring goals are met and service quality is maintained
  • Develop and support focused engine and generator training programs to ensure the internal and external support team is knowledgeable about products and best practices
  • Analyze market trends and customer feedback to identify opportunities for product improvement and support innovation
  • Maintain accurate documentation of support processes and issues and provide regular reports on support activities and outcomes
  • Support the product documentation creation and release process

Requirements

  • Bachelor’s degree (or equivalent knowledge) in Engineering (Electrical preferred), Business Administration, or equivalent knowledge
  • 7 years of experience in large diesel or natural gas generators product support, technical service management, or a related field
  • 4 years of management level experience
  • Experience with large Data Center SLA requirements
  • Leadership Principles
  • Project Management Professional (PMP)
  • Lean Six Sigma Certification
  • Product Support / Service certifications (CMRP, CTSP, CSM, etc)
  • Uptime Institute market-focused certifications (ATD, ATS, AOP)
  • 10+ years of experience and sound knowledge of power generation equipment (reciprocating-engine driven generators, transfer switches, etc.)
  • Spark Ignited knowledge a plus
  • Master’s degree in Engineering or Business Administration a plus
  • Advanced knowledge of Engine maintenance and troubleshooting of natural gas fuel systems
  • Experienced in Electronics, Electromechanical Technology, and/or Data Center design
  • Working knowledge of mechanical design, AC and DC circuitry, power generation, wiring schematics, and connection diagrams
  • Excellent troubleshooting skills, the ability to make independent decisions, and work with minimal supervision
  • Previous experience using SAP or equivalent ERP, as well as SalesForce.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical service managementpower generation equipmentengine maintenancetroubleshootingmechanical designAC circuitryDC circuitrywiring schematicsconnection diagramsdata center design
Soft Skills
leadershipmentoringcommunicationproblem-solvingcustomer-centric mindsetperformance managementcontinuous improvementcollaborationovercommunicationindependent decision-making
Certifications
Project Management Professional (PMP)Lean Six Sigma CertificationCMRPCTSPCSMUptime Institute certificationsATDATSAOP