Director Technical Support - Clean Energy

Generac

  • South Portland, ME
  • Permanent
  • Full-time
  • 2 months ago
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.At Generac, we bring our best energy to work every day and promote a drive to win while respecting others and supporting growth. Join us, as we inspire change for a better world, positively impact our people and the community, influence and achieve positive results that support growth, and innovate the industry.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
Minimum 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
  • 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
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 - 50 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, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

Generac