The Industrial Technical Support Specialist II 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. 

This role develops and maintains technical troubleshooting procedures, creates technical content for new product introductions, serves as a mentor to the rest of the technical support department, and manages highly escalated or technical cases involving key accounts. 

**This position reports to our new Sussex office location and requires an onsite presence five days per week.** N64W23110 Main Street, Sussex, WI

Minimum Qualifications: 

• Associate’s degree in automotive or diesel technology or equivalent experience in related technical field  

• 3 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators 

Preferred Qualifications: 

• Generac Master Certification or equivalent 

• Bachelor’s Degree in technical field 

• Bilingual Spanish 

• 3 years of AC or DC Electrical experience 

• Experience working with SAP, GenService, Salesforce and windchill 

Essential Duties: 

50% 

• Answer inbound calls and respond to emails from Dealer Technicians including master technicians and answer standard to highly complex questions over the phone. 

• Provide accurate, timely, and descriptive notes during calls. 

• Solves routine to non-routine issues. 

40% 

Instruct new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically. 

• Troubleshoot with the dealer technician to resolve highly complex issues with the product in the field. 

• Assist with on-site troubleshooting, diagnosis, and repair as required. 

10% 

• Gather and prepare documentation regarding product failure for further analysis by quality and engineering teams. 

Other Duties assigned and the following:  

• Mentors less experienced technical service representatives. 

• Monitor and answer emails from the Industrial Service inbox including special equipment requests.  

• Overtime m