We are Generac, a leading energy technology company committed to powering a smarter world.
Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
Join Generac Clean Energy as we drive to build energy solutions for a more resilient, sustainable world.
The Director, Technical Support will lead a team of managers, supervisors, and individual contributors who are responsible for ensuring Dealer satisfaction on all levels of business by providing highly technical phone troubleshooting, system diagnostics, warranty replacement parts, knowledge management content creation, for all Generac Clean Energy products. This position is responsible for overseeing daily operations of the dealer technical support teams, escalated consumer support, and service operations while working with senior leadership to execute the overall vision of Clean Energy product support.
Essential Duties and Responsibilities:
Selects, coaches and develops staff and management team. Sets clear expectations to inspire and motivate the team. Manages performance- recognizing achievement, providing feedback and administering progressive discipline when necessary.
Tracks and creates reports on specific key performance indicators, feedback is provided to individual contributors, supervisors, managers, and executive staff
Manages all aspects of the technical support & proactive monitoring organization.
Develops and creates monthly, quarterly, annual, and long-term strategic goals for the department.
Works closely with other business groups within Generac to ensure cross functional cooperation.
Oversees highly escalated cases and delegates work to appropriate resources within the technical support team.
Meet regularly with supervisors and managers to develop Generac Clean Energy Dealer and Consumer facing knowledge base
Provide technical support and additional company presence at national and regional industry trade shows
Provide written weekly reports to manager covering accounts visited, service provided, product issues/ concerns, possible sales opportunities, and competitor information
Minimal Qualifications:
Bachelors Degree in Electrical Engineering, or Mechanical Engineering and relevant experience
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7+ years of experience running B2B &/or B2C technical support t