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Technical Support Representative
GeneracTechnical Support Representative providing technical support and troubleshooting for Generac's dealer network. Resolving service issues and mentoring less experienced representatives in a fast-paced environment.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting, diagnosis, and repair of mechanical and electrical systems, with a strong focus on customer service and effective communication. Capable of mentoring and instructing others while analyzing product failure trends and making informed recommendations.
Highest-signal resume keywords
Technical ExpertiseAdvanced Troubleshooting SkillsCustomer Service SkillsMechanical And Electrical TheoryInverter And Solar+Battery Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingDiagnosisRepairSystem IntegrationDevice ProgrammingMechanical TheoryElectrical TheoryProduct Failure AnalysisWarranty ConcessionsDocumentation Preparation
Soft Skills
Excellent Communication SkillsActive Listening SkillsCalm Under PressureMentoringProblem Solving
Tools & Technologies
Microsoft Office SuiteWarranty Systems
Certifications & Qualifications
Associates Degree
Industry Keywords
Dealer TechniciansProduct Failure TrendsInverter FunctionSolar+BatteriesTechnical Service
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- Associates Degree or equivalent experience in relevant technical field
- 3 years related technical experience
- 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
- Ability to remain calm in high-stress situations
- Strong knowledge of Microsoft office suit
- 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) matching
- Paid time off