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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.

A career at Generac means stepping into a company that leads technological advances. For more than five decades, Generac has designed and manufactured diesel, natural gas, and bi-fuel generators, but we’ve evolved into so much more. As we continue to grow in both size and technological advances, we consistently push past norms to pave a way towards the future. We are not simply satisfied with what is working now. Instead, we challenge ourselves to revolutionize and optimize the industry while bringing out the best in our people.

The Network Operations Center Specialist provides network monitoring and support services to customers with technical problems and issues involving network connected generators using remote access. Serves as the key pivoting point of support for customers and dealers, becoming integral to the management of our customer’s generator fleet. Manages service cases from start to resolution by troubleshooting and coordinating customer service response including field service dispatching and managing service and warranty cases for our national account and telecom customers.

Major Responsibilities:

• Manages the service process from receiving customer requests, notifying dealers, closing service cases, and auditing reports, requests, complaints, and invoices by working closely with our dealer network (IDCs), national account and telecom customers, and internal warranty/service/sales departments.

• Remotely monitors network connected generators and related components to detect, analyze, and resolve technical problems and issues while minimizing impact on customer service.

• Serves as the first point of technical contact to resolve issues prior to dispatching dealer technicians.

• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.

• Evaluate service gaps and work collaboratively and cross-functionally to close.

• Measures service results against established KPIs.

• Creates required service or performance reports and presents to customers or internal leadership.

• Identifies process inefficiencies and service or product quality issues and reports to leadership.

• Supports and maintains effective relationships with customers and dealer (IDCs).

• Maintain understanding of changing customer or contract requirements, technical specifications, warranty issues, and systems and tools.

Minimum Requirements:

• Associate’s degree or equivalent work experience

• Two years of experience in customer service or sales-oriented roles

Preferred Requirements

• Experience managing relationships including influencing outcomes, resolving conflict, collaborating to solve technical or resource challenges.

• Previous experience or training in a technical area

• Previous experience or training using an ERP and CRM, preferably SAP and Salesforce

Knowledge, Skills, and Abilities:

• Ability to learn and retain technical information with a focus on industrial connectivity solutions.

• Ability to develop and foster business relationships.

• Detailed, focused and excellent organization skills.

• Strong follow-through, relentless about ensuring customer satisfaction.

• Ability to work independently in an entrepreneurial culture.

• Ability to convert metrics into meaningful information.

• Strong presentation, verbal and written communication skills.

• Self-starter with initiative and vision; ability to manage multiple projects simultaneously.

• Ability to work in a fast-paced environment.

• Excellent communication/presentation skills.

• Strong negotiation skills

• Knowledge of Microsoft office with strong skills in Excel

Great Reasons to work for Generac:

• Competitive Benefits: Health, Dental, Vision, 401k and many more

• Free onsite gym open Monday through Saturday for Generac employees

• We offer product loan (for up to 4 days) and discount programs

• Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators

• Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.

• We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.

• We’re an inclusive company that celebrates differences and keeps equity and respect at the forefront.

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, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

Our success is directly tied to our employees’ professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect.

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.

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac’s success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people’s lives and their own.