What are the responsibilities and job description for the Customer Solutions Specialist position at Generac?
The Customer Solutions Specialist (CSS) delivers high‑quality technical support and service to authorized installers and solar storage system owners. This role manages service coordination and scheduling, provides troubleshooting assistance, and authorizes warranty repairs with limited supervision.
Serving as the primary point of contact for complex, product‑related issues, the CSS works cross‑functionally with Technical Support, Customer Support, and the Legal team to ensure timely and effective resolution.
Essential Duties
50%
MINIMUM QUALIFICATIONS:
Office Environment
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.
Serving as the primary point of contact for complex, product‑related issues, the CSS works cross‑functionally with Technical Support, Customer Support, and the Legal team to ensure timely and effective resolution.
Essential Duties
50%
- Manage escalated cases stemming from certified installer and/or system owners.
- Provide answers to complex questions using various communication modalities including phone calls, email, video calls, and text messages.
- Provide accurate, timely, and descriptive notes during calls in Generac’s CRM.
- Manage service orders with third party providers ensuring a timely response.
- Work with management and the legal team to determine corrective action for high priority cases
- Troubleshoot solar storage product issues with installers/service providers to diagnose root cause and determine corrective action.
- Manage homeowner experience with “white glove” approach, start to finish.
- Mentor new hires.
- Report status updates on critical cases to the Fleet management team, and legal team.
- Participate in weekly meetings with the legal team on highly escalated cases.
- Attend and coordinate service dealer meetings.
- Assist in drafting legal releases related to equipment replacement or homeowner compensation.
- Mentors less experienced Customer Solutions Specialists.
MINIMUM QUALIFICATIONS:
- Associate degree or equivalent experience in relevant technical field.
- 3 years working in a B2B and/or B2C support role working high-tech products.
- Experience providing support in cases resulting in litigation requiring legal research.
- BS in Electrical Engineering OR similar discipline.
- Paralegal Certificate.
- Bi-lingual/Spanish.
- Experience and sound knowledge of Generac Clean Energy products.
- Familiarity with Salesforce or other CRM platforms.
- Familiarity with residential electrical systems.
- Understanding of solar PV systems and battery storage systems.
Office Environment
While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus.