Reporting directly to the Director of Service this position is primarily responsible for performing and supervising service operations for a single National Power customer in the broadband industry. This includes training/developing and directing an assigned group of service technicians who startup, service and repair industrial and commercial generators and related equipment, including switchgear and other related machinery.

Essential Duties and Responsibilities

Core duties and responsibilities include the following. Other duties may be assigned.

• Supervise and direct the work of assigned service technicians.
• First point of contact for phone and field support for assigned technicians, including troubleshooting, emergency repair assistance and parts delivery. Escalate technical support needs to the Technical Service Manager for resolution when needed.
• Evaluate the performance of assigned service technicians; recommend, develop and administer training enhancements to improve technical knowledge and overall performance.
• Provide coaching and feedback to assigned technicians and recommend opportunities and timing for potential growth.
• Evaluate members of your team who can provide field support and mentorship to other service technicians and assign these duties as you see fit.
• Work with Director, Service & National Accounts to resolve employee performance or behavioral issues effectively.
• Work with Service Department management to determine personnel needs for field service technicians. Participate in the recruiting and hiring of field service technicians.
• Provide field service and emergency response to critical customers.
• Startup, troubleshoot, repair and maintain power generation equipment as necessary.
• Support the planning and quoting of complex service projects.
• Assist the Technical Service Manager in the administration of the Generac warranty process.
• Advise the service operations team on the time and materials needed to perform various levels of service on generators and related equipment.
• Make ‘pre-startup’ site visits when necessary to advise and assist installing contractors.
• Work with the Technical Service Manager to execute the quality control (QC) program for National Power, ensuring targets are achieved through proper documentation.
• Measure, review and maintain superior customer satisfaction levels.
• Resolve customer concerns as necessary.
• Implement quality procedures in conjunction with the Service Director.
• Drive and promote continuous improvement of field operations.
• Provide support for after-hours emergency requests as needed.
• Occasional overnight travel may be required.

Education/Experience/Skills

• High school diploma or GED preferred
• Generac Master Technician certification and training certification required
• High level of expertise and expertise with switchgear
• Positive attitude and strong customer service skills required
• Ability to manage a team of technicians
• Fluency in written and spoken English
• Ability to read and interpret documents such as safety rules and procedure manuals.
• Ability to write routine reports and correspondence.
• Intermediate knowledge of Microsoft Office applications
• Strong organizational, computer, and communication skills
• Overnight travel may be required

Physical Demands

• Lifting and carrying heavy objects, up to 75lbs, will be required.
• Ascending or descending ladders, scaffolding, stairs, ramps and the like using feet/legs and/or hands/arms.
• Seizing, holding, grasping, turning, or otherwise working with hand(s).
• Pushing/pulling may involve use of hands/arms, feet/legs, and/or feet only done with one side of the body or both sides.
• Moving about on hands and knees or hands and feet to enter restricted spaces.
• Occasionally, using one or both feet or legs to move controls on machinery or equipment. Controls include but are not limited to, pedals.
• Clarity of vision and color vision are both required (i.e., working with small objects or reading small print), including use of computers.
• Sitting/Driving for long periods is frequently required.

Work Conditions

• The technician may be required to work in various weather conditions (heat, rain, snow, high humidity, etc.)
• Frequently work near moving mechanical parts.

Additional Info

• Criminal background check, pre-employment drug screen and MVR required.
• Must be able to pass a Department of Transportation physical examination. 
• This is a remote position and will require the employee to work from home.

National Power Corp. (NPC) is an Equal Opportunity/Affirmative Action Employer and VEVRAA federal contractor. NPC affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status, gender identification or any other status protected under local, state or federal laws.