What are the responsibilities and job description for the Engineering Manager Product Support position at Generac?
We are hiring for a Product Support Engineering Manager position at our Waukesha HQ. The position reports to the VP of Engineering.
The Product Support Engineering Manager is responsible for providing leadership and management of all engineering activities within the Product Support Engineering function, including support of existing product designs through root cause analysis, problem resolutions, cost reductions, product improvements, and lifecycle product support which is accomplished through process improvement, design modifications, or specification changes. This position is responsible for the engineering aspects related to the escalation process within Generac. This position works cross-functionally (Service, Operations, Supply Chain, and Product Development Engineering) in the company. This role develops and effectively implements the escalation process across all Generac businesses that insure rapid response, accurate root cause evaluation, and implementation of engineering solutions to escalated issues.
Responsibilities
Operations-facing product support
Education: Bachelor's Degree in Engineering or related field.
Work Experience: 10 years of engineering experience; 5 years of management experience.
Knowledge / Skills / Abilities
The Product Support Engineering Manager is responsible for providing leadership and management of all engineering activities within the Product Support Engineering function, including support of existing product designs through root cause analysis, problem resolutions, cost reductions, product improvements, and lifecycle product support which is accomplished through process improvement, design modifications, or specification changes. This position is responsible for the engineering aspects related to the escalation process within Generac. This position works cross-functionally (Service, Operations, Supply Chain, and Product Development Engineering) in the company. This role develops and effectively implements the escalation process across all Generac businesses that insure rapid response, accurate root cause evaluation, and implementation of engineering solutions to escalated issues.
Responsibilities
Operations-facing product support
- Lead an engineering team that provides daily technical support to Operations (line builds, start-up, test, PPAP/first articles, build issues), triaging and burning down shop-floor defects and barriers. Coordinate fast-turn fixes and interim containments, then drive permanent corrective actions.
- Partner with plant leadership (manufacturing, quality, supply chain) to meet SQDRC targets; ensure bills of material, routings, and drawings reflect the current build standard for C&I products.
- Material life cycle management including E&O, product cannibalization impacts.
- Support Sustaining org: Contribute in 8D, root cause analysis (5 Why, Fishbone), interim (ICA) and permanent corrective actions (PCA), and reliability analyses to improve field performance and reduce rework/warranty.
- Support configuration management for assigned products (ETO/CTO, SEQ) and ensure BOM accuracy across planning/production/service variants. Chair/drive the supplier-driven change. Change Review Board inputs for your scope; manage ECNs from identification through validation and release.
- Cross-functional collaboration.
- Work hand in glove with Product Management, NPD/Systems Engineering, Compliance/Test, and Supply Chain to prevent recurrence, standardise parts/options, and mature design-for-reliability/DFM/AQPs across platforms.
- People leadership & ways of working.
- Select, coach, and develop engineers/designers; build a high-velocity, action-oriented team that collaborates well across plants and functions while maintaining urgency and calm under pressure. Use visual management, daily standups, and tiered escalation to speed decision-making.
- Foster collaboration between engineering departments to identify and harvest new engineering concepts, technologies, techniques, standards and procedures.
Education: Bachelor's Degree in Engineering or related field.
Work Experience: 10 years of engineering experience; 5 years of management experience.
Knowledge / Skills / Abilities
- Strong configuration/BOM management on ETO/CTO/SEQ products; SAP/Windchill or equivalent PLM/ERP proficiency.
- Track record improving factory throughput/FPY and reducing warranty via structured corrective action and design-for-reliability.
- Strong ability to improve first-pass yield (FPY) and reduce start-up issue rates through proactive line support and continuous process improvement initiatives.
- Skilled in managing Engineering Change Notices (ECNs) with a focus on minimising lead time and maximising first-time accuracy. Ensures traceability from issue identification through resolution and verification.
- Applies structured problem-solving methodologies (e.g., 8D) to address top field quality issues. Capable of driving warranty cost reduction, improving Mean Time Between Failures (MTBF), and preventing repeat issues.
- Proficient in maintaining Bill of Materials (BOM) accuracy and ensuring specification conformance during gate reviews and production audits.
- Demonstrated ownership of cross-functional problem solving (8D, FMEA linkages, verification/validation), ECN execution, and manufacturing support.
- Experience with diesel/natural gas gensets, power systems, controls, or related C&I equipment; understanding of UL/NEC and applicable compliance standards.
- Previous experience using SAP or equivalent ERP.