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JOB SUMMARY:TheManager, Technical Supportwill lead a teamoftechnical support representatives and Technical Support Engineers whoareresponsible forensuringDealersatisfaction on all levels of business byprovidinghighly technicalphone troubleshooting,system diagnostics, warranty replacement parts,and knowledge management content creation, forvariousGeneracHomeproducts.This position isresponsibleoverseeing dailyoperations of technical supportteams, andworking with senior leadership to execute the overall vision ofHometechnical support.

MINIMUM QUALIFICATIONS:

• BachelorsDegreein Electrical Engineering,or Mechanical Engineeringandrelevantexperience

• 5+ years of experience runningB2Btechnical support teams.

• 2+ years of experience working with Solar + Storage.

PREFERRED QUALIFICATIONS:

• Experience and sound knowledge ofGeneracClean Energyproductsandinitiative to learn other Generac Home products

• Experienced inPowerElectronics

• Previousexperience usingSalesforce

• Indepthunderstanding ofresidential electrical systems

• Experience operating complex phonesystems

• Experience withAI tools tooptimizeinternal and external systems

• Experience with knowledge management systems

ESSENTIAL DUTIES:

75%

Supervision

• Selects,coachesand develops staff.Setsclear expectations to inspire and motivate the team. Manages performance-- recognizing achievement,providingfeedbackand administering progressive discipline when necessary.

• Tracks and creates reports on specific key performance indicators, feedback is provided to individual contributors, supervisors, and executive staff

• Managesall aspects of the technical support organization.

• Develops and creates monthly, quarterly, and annual goals for the department.

• Works closely with otherbusinessgroups withing Generac to ensure

• Oversees highly escalated cases anddelegateswork toappropriate resourceswithin 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 GeneracHomeproduct engineering team toidentify, diagnose, andprovidereliable solutions for escalated technicalsupportissues toassurecomplete customer/dealersatisfaction.

• Support the design and development of new product introductions, and product improvements to ensure GeneracHomecreatingproducts that meet the needs of our customers.

• Providetechnical guidance to internal and external sales& serviceassociates

• Manage escalated and highly escalated technical support and service requests from various departments

• Providetechnical guidance for the development of CES training materials, manuals, and other new or updated technical content before published

• Records detailed information oftechnical support activities

• Dispatch Field Application Engineers for highlyescalatedsite visits.

• Run weekly Tech Talks

• Assistwith the development and distribution of service andpartsbulletins 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 andadditionalcompany 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,SKILLSAND ABILITIES:

• Working knowledge ofelectricaldesign, AC and DC circuitry, power generation, wiring schematics, and connection diagrams

• Excellent troubleshooting skills, the ability to make independent decisions, and work without directsupervision

• Spark Ignitedknowledge

Level of Independence:This position acts under the direction oftheSrMgrof 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 occasionallylift upto 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.