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.
The Technical Support Engineer is responsible for providing advanced technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs autonomously with minimal guidance from leadership.
The Technical Support Engineer develops and maintains technical troubleshoot procedures, creates technical content for new product introductions, and manages technical support cases involving key accounts.
ESSENTIAL DUTIES
+ Answer inbound calls and respond to emails from Dealer Technicians and respond to complex questions over the phone
+ Provide accurate, timely, and descriptive notes during calls in salesforce
+ Use and improve internal technical troubleshooting content
+ Provide key account technical support
+ Serve as a path of escalation for technical support representatives through the help desk
+ Perform on-site troubleshooting, diagnosis, and repair as required
+ Work closely with product engineering and quality engineering to develop comprehensive troubleshooting content for the entire technical support team
+ Update and maintain internal and external knowledge base
+ Work to create customer and dealer facing technical video content
+ Work with new hires, and existing employees to foster a culture of continuous improvement
+ Provide technical training to new hires and as part of new product introductions.
MINIMUM QUALIFICATIONS:
+ BS in Electrical Engineering or related degree
+ 1+ year of experience working in the power electronics industry, preferably with solar + energy storage
PREFERRED QUALIFICATIONS:
+ Bilingual Spanish
+ Familiarity with NEC
+ NABCEP Certification
+ Solid understanding of residential electrical systems
+ Ability to read single line & three-line diagrams
+ Previous technical support experience
KNOWLEDGE, SKILLS AND ABILITIES:
+ In depth understanding of electrical (AC/DC) theory
+ Knowledge of power converters, boost, buck, inverters, & rectifiers
+ Understanding and working knowledge of engine maintenance and troubleshooting of gensets is