Technical Support Engineer

119 days ago

Location
Waukesha, Wisconsin, United States
Role
Developer
Contract
type.
Salary
$65,428 - $91,430

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.

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

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.

Other Duties as assigned and the following:

Mentors less experienced technical service representatives. Serve as technical expert for team and escalated calls.

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 a plus
Understanding of PLC, Ethernet, and Modbus
Excellent Customer Service skills
Ability to professionally and effectively communicate verbally and in writing
Ability to remain calm in high-stress situations
Strong knowledge of Microsoft office suit
Leadership competency
Ability to effectively communicate technical concepts, while taking into consideration varying degrees of customers' technical experience
Ability to work independently and make decisions in the best interest of the customer and the company
Advanced problem-solving skills

Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”