Company Generac Power Systems
Name Director Technical Support - Clean Energy
Req # 64052
Employment Type Full Time
Shift 1st
Generac Clean Energy combines the speed and excitement of a technology startup with the resources and market power of an S&P 500 industry leader. Our careers offer boundless opportunity for energetic, mission-driven applicants who seek challenge and impact in a fast-paced culture of teaching, learning, and professional growth, developing solar+storage products and software for the clean energy revolution.
Join Generac Clean Energy as we drive to build energy solutions for a more resilient, sustainable world.
The Director, Technical Support will lead a team of managers, supervisors, and individual contributors who are responsible for ensuring Dealer satisfaction on all levels of business by providing highly technical phone troubleshooting, system diagnostics, warranty replacement parts, knowledge management content creation, for all Generac Clean Energy products. This position is responsible for overseeing daily operations of the dealer technical support teams, escalated consumer support, and service operations while working with senior leadership to execute the overall vision of Clean Energy product support.
Essential Duties and Responsibilities:
- Selects, coaches and develops staff and management team. 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, managers, and executive staff
- Manages all aspects of the technical support & proactive monitoring organization.
- Develops and creates monthly, quarterly, annual, and long-term strategic goals for the department.
- Works closely with other business groups within Generac to ensure cross functional cooperation.
- Oversees highly escalated cases and delegates work to appropriate resources within the technical support team.
- Meet regularly with supervisors and managers to develop Generac Clean Energy Dealer and Consumer facing knowledge base
- Provide technical support and additional company presence at national and regional industry trade shows
- Provide written weekly reports to manager covering accounts visited, service provided, product issues/ concerns, possible sales opportunities, and competitor information
Minimal Qualifications:
- Bachelors Degree in Electrical Engineering, or Mechanical Engineering and relevant experience
- 7+ years of experience running B2B &/or B2C technical support teams
Preferred Qualifications:
- 2+ years of experience working with Solar + Storage or other energy storage products
- Experience and sound knowledge of Generac Clean Energy products
- Experienced in power electronics
- Previous experience using Salesforce, CRMs, and SAP
- In depth understanding of residential electrical systems, NEC, and other industry codes and standards
- Experience operating complex phone systems
- Experience with ChatGPT, generative AI, and Chatbots
- Experience with knowledge management systems
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 without direct supervision
- Spark Ignited knowledge
Level of Independence: This position acts under the direction of the Director of Technical Support, or Sr. Director of Fleet.
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 35% travel and valid Driver's License required.
Benefits:
We are an inclusive company that celebrates differences and keeps equity and respect at the forefront.
Competitive Benefits: Health, Dental, Vision, & 401k
401 (k) retirement savings plans with company match
Medical support programs: Maternity, Diabetes, Treatment Decision Support and more
Work-life benefits: PTO and Holidays
"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."
"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."