The Service Operations Specialist III contributes to Generac’s next-level customer support with effective KPI reporting, fleet process development and implementation, expedient warranty claim and RMA processing, Service Dealer management, and proactive campaign resolutions. Demonstrates critical thinking, is highly motivated and results driven. Proficient with Inventory management, Project Managements and Product management skills with a focus on process improvement. All Service Operations Specialists personify Generac’s integrity principles by coaching fellow team members to succeed.
Minimum Qualifications:
• Bachelor’s Degree in Business/Data or equivalent experience with B2B and C2B relations
• Expert level Skill with Excel
• Comfort with Business Intelligence reporting
• Experience with ERP Software (SAP)
• Experience with Salesforce reports and dashboards
Preferred Qualifications:
• Familiarity with solar photovoltaics and residential energy storage systems
• Familiarity with IT related functions
• Salesforce Trailbazer
• MS Office Certification(s)
• Data Analytics experience
• Project Management experience
Essential Duties and Responsibilities:
• Resolve external requests from inbound calls/emails · Manage service Case(s) for proactive monitoring & maintain Case data integrity · Administer proactive response program(s) including device error clearing · Monitor fleet health and respond to trends
• Process warranty orders and claims with ERP data integrity · Surface and distribute service leads · Accurately resolve internal and external warranty requests · SME on warranty and process for external vendors · Generate reports and take positive action
• Special projects as assigned
• Assist with KPI Development and tracking · Process review, development, and implementation · Contribute to work and financial review of external vendors · Act as technical resource · Collaboratively maintain Service Supply Chain, track RMA rates, & ensure parts availability · Maintain OTC and SLM data integrity
Knowledge, Skills, and Abilities:
• Excellent written communication skills
• Critical thinking
• Advanced computer skills & ability to learn new software
• Process and flowchart expertise
• Customer Service skills
• Time management skills
• Ability to safeguard confidential customer information