Manager, Technical Support

We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us? JOB SUMMARY :   The   Manager, Technical Support   will lead a team   of   technical support representatives and Technical Support Engineer s who   are   responsible for   ensuring   Dealer   satisfaction on al l levels of business by   providing   highly technical   phone troubleshooting,   system diagnostics, warranty replacement parts ,   and knowledge management content creation, for   various   Generac   Home   products.   This position is   responsible   overseeing daily   operations of technical support   teams, and   working with senior leadership to execute the ov erall vision of   Home   technical support .      MINIMUM QUALIFICATIONS :     Bachelors   Degree   in Electrical Engineering ,   or Mechanical Engineering   and   relevant   experience   5+ years of experience running   B2B   technical support teams.   2+ years of experience working with Solar + Storage.   PREFERRED QUALIFICATIONS :     Experience and sound knowledge of   Generac   Clean Energy   products   and   initiative to learn other Generac Home products   Experienced in   Power   Electronics   Previous   experience using   Salesforce   In   depth   understanding of   residential electrical systems   Experience operating complex phone   systems   Experience with   AI tools to   optimize   internal and external systems   Experience with knowledge management systems   ESSENTIAL DUTIES:   75 %   Supervision   Selects,   coaches   and develops staff.   Sets   clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement,   providing   feedback   and administering progressive discipline when necessary.   Tracks and creates reports on specific key performance indicators , feedback is provided to individual contributors, supervisors, and executive staff   Manages   all aspects of the technical support organization .   Develops and creates monthly, quarterly, and annual goals for the department.   Works closely with other   business   groups withing Generac to ensure    Oversees highly escalated cases and   delegates   work to   approp riate resources   within the technical support team.   Manage the workflow of many individual contributors developing Generac Clean Energy Dealer and Consumer facing knowledge base.   25 %   Individual Contributor   Work with the Generac   Home   product engineering team to   identify , diagnose, and   provide   reliable solutions for escalated technical   support   issues to   assure   complete customer /dealer   satisfaction .     Support the design and development of new product introductions, and product improvements to ensure Generac   Home   creating   products that meet the needs of our customers .    Provide   technical guidance to internal and external sales   & service   associates    Manage escalated and highly escalated technical support and service requests from various departments   Provide   technical guidance for the development of CES training materials, manuals, and other new or updated technical content before published    Records detailed information of   technical support activities   Dispatch Field Application Engineers for highly   escalated   site visits.   Run weekly Tech Talks   Assist   with the development and distribution of service and   parts   bulletins to notify customers of product changes or issues.   Coordinate customer calls with regional sales managers to ensure needs of all customers in the territories are met   Provide technical support and   additional   company presence at national and regional industry trade shows   Provide written weekly reports to manager covering accounts visited, service schools provided, product issues/ concerns,   possible sales opportunities , and competitor information   KNOWLEDGE,   SKILLS   AND ABILITIES :   Working knowledge of   electrical   design, AC and DC circuitry, power generation, wiring schematics, and connection diagrams   Excellent troubleshooting skills, the ability to make independent decisions, and work with out direct   supervision   Spark Ignited   knowledge   Level of Independence :   This position acts under the direction of   the   Sr   Mgr   of Technical Service for Generac Home .   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. “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.”