Technical Support Representative

Generac

Technical Support Representative providing technical support to dealer network for Generac. Resolving issues, troubleshooting, and mentoring new technicians to ensure effective service delivery.

Posted 5/2/2026full-timeWaukesha • Maine, Massachusetts, Nevada, Wisconsin • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

3 years related technical experience
Associates Degree or equivalent experience in relevant technical field
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
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

Benefits

Comp & perks

Health insurance
401(k) retirement plan
Paid time off
Flexible working arrangements
Professional development opportunities

ATS Keywords

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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

troubleshootingdiagnosisrepairmechanical theoryelectrical theoryinverter functionsolar+battery functionsystem integrationdevice programmingadvanced problem solving

Soft Skills

customer servicewritten communicationverbal communicationactive listeningleadershipteam competenciesindependent decision makingtechnical communication

Certifications

Associates Degree