Generac

Director of Field Service Operations – Data Centers

Generac

full-time

Posted on:

Location Type: Office

Location: Sussex • Wisconsin • United States

Visit company website

Explore more

✨ AI Apply
Apply

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.
  • This role 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.
  • Build, lead, and mentor a high-performing team of field service professionals, setting clear performance metrics and driving continuous development.
  • Develop and execute regional dealer, training, and aftersales/parts support strategies to improve coverage and effectiveness.
  • Oversee troubleshooting and resolution of technical issues for stationary power generation equipment with a speed-to-resolution and quality-first mindset.
  • Implement support strategies and processes that enhance customer satisfaction, operational efficiency, and effective resource balancing.
  • Drive continuous improvement initiatives to reduce downtime, optimize product performance, and elevate service execution.
  • Partner cross-functionally with product development, sales, and technical support to resolve issues and provide feedback for product enhancements.
  • Build and maintain strong client and dealer relationships through proactive communication, reporting, and responsiveness to performance metrics.

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
  • PMP and Lean Six Sigma certified, with additional product support and service certifications (CMRP, CTSP, CSM) and Uptime Institute credentials (ATD, ATS, AOP).
  • 10+ years of experience with power generation equipment, including reciprocating-engine generators, transfer switches, and spark-ignited systems.
  • Advanced expertise in engine maintenance, natural gas fuel systems, electronics, electromechanical technology, and data center design.
  • Strong working knowledge of mechanical design, AC/DC circuitry, power generation systems, wiring schematics, and connection diagrams.
  • Highly skilled in troubleshooting and independent decision-making, with experience using SAP (or equivalent ERP) and Salesforce.
Benefits
  • Health, Dental, Vision, 401k and many more
  • State-of-the-art facility with an onsite gym, walking trails, café, free parking and many employee activities
  • Scheduled events throughout the year that allow our employees, both current and retirees, to gather together and enjoy their time with their families and co-workers
  • Enjoy summer hours (Memorial Day – Labor Day)
  • Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators
  • Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.
  • We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.
  • We’re an inclusive company that celebrates differences and keeps equity and respect at the forefront.
  • We offer product loan and discount programs.
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 maintenancenatural gas fuel systemselectromechanical technologydata center designmechanical designAC/DC circuitrytroubleshootingindependent decision-making
Soft Skills
leadershipmentoringcross-functional collaborationcustomer-centric approachperformance metrics managementcommunicationproblem-solvingcontinuous improvementclient relationship managementoperational efficiency
Certifications
PMPLean Six SigmaCMRPCTSPCSMUptime Institute ATDUptime Institute ATSUptime Institute AOP