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The Technical Service Representative I is responsible for providing technical assistance and authorizing warranty repairs (including sending parts) to our authorized dealer network. Under general supervision with some guidance from Supervisor and higher level TSRs. Assist customers with questions, requests, and issues. Effectively research, document, track and monitor customers' requests and issues to ensure timely resolution. Set groundwork for escalated cases.
*This is not a remote role, the ideal candidate will need to be located in Wisconsin, due to this position being on-site and reporting into our Waukesha Headquarters*
Major Responsibilities
Answer inbound calls and respond to emails from Dealer Technicians and answer standard questions over the phone
Provide accurate, timely, and descriptive notes during calls
Assist Dealer Technicians with remote diagnostic tools
Follow established diagnostic techniques to troubleshoot installed systems
Gather and prepare documentation regarding product failure and improvement
Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims electronically
Minimum Job Requirements
Associates degree or equivalent experience in relevant technical field
Preferred Qualifications:
Bachelor’s Degree
Bilingual Spanish
Knowledge / Skills / Abilities
Basic understanding of mechanical and electrical (AC/DC) fundamental theory
Excellent Customer Service skills
Ability to communicate verbally and in writing in a professional manner
Active listening skills
Ability to remain calm in high-stress situations
Working knowledge of Microsoft office suite
Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience
Trouble-shooting skills
Office Environment:
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 the 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, national origin, disability status, protected veteran status, or any other characteristic protected by law.”