Jobs for People with MS: National MS Society

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:

70%

• 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

15%

• 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

15%

• 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 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. Up to 15% Travel.

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.

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, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

Our success is directly tied to our employees’ professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect.

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.

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.