Technical Support Engineer I

Company Generac Power Systems

NameTechnical Support Engineer I

Req # 63571

Employment Type Full Time

Shift 1st

We are a team of hardworking builders and doers who share a passion for innovation and a desire to outpace others in our field. We push boundaries and seek opportunities for our products and people to evolve. As an inclusive workplace, we keep equity and respect at the forefront and empower employees to speak up, take accountability, and bring their best energy to work every day. At Generac, we collaborate, share successes, and promote a drive to win while respecting others and supporting growth.

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 and Responsbilities:

• 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

Minimal 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 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

Generac is committed to fair and equitable compensation practices.  The salary range for this role based in Reno, Nevada is $82,000 - $123,000. This compensation will ultimately be in line with the location in which the position is filled.  Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications and geographic location.  This role is eligible for variable compensation including short term and long-term incentives. This position includes a comprehensive benefit package that includes medical, dental and vision plans; life, long-term disability, flexible spending and health savings accounts, accrued paid time off, paid Holidays and 401(k) retirement benefits.

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. Up to 15% Travel.

To be considered an official applicant, please apply directly on our company website:

https://generacta.avature.net/careers/JobDetail/Reno-Nevada-United-States-Technical-Support-Engineer-I/11259

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