What are the responsibilities and job description for the Technical Service Representative II position at Generac?
Major Responsibilities
Education
- Answer inbound calls and respond to emails from dealer technicians, addressing standard to moderately complex questions
- Provide accurate, timely, and detailed documentation of all customer interactions
- Troubleshoot and resolve routine to moderately complex technical issues in the field
- Instruct new dealer technicians on navigating Generac’s warranty systems and submitting electronic claims
- Assist with on‑site troubleshooting, diagnosis, and repair activities as required
- Gather and prepare documentation related to product failures for further review
- Mentor and support less experienced Technical Service Representatives
Education
- Associate degree in a relevant technical field or equivalent hands-on experience
- Minimum of 1 year related technical experience
- Solid understanding of fundamental mechanical and electrical (AC/DC) theory
- Strong customer service and communication skills, both verbal and written
- Ability to clearly communicate technical concepts to individuals with varying technical backgrounds
- Knowledge of engine maintenance and troubleshooting of generator sets
- Ability to remain calm and effective in high‑stress situations
- Proficiency in Microsoft Office Suite
- Developing leadership competencies and willingness to mentor others
- Strong problem‑solving skills and attention to detail
- Basic knowledge of control system programming