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 Director, Service Operations, is responsible for delivering exceptional and comprehensive aftersales support for stationary power generation equipment as offered from the Industrial business unit of Generac Power Systems.  This position will develop and manage parts & field support strategies, create and manage dealer development, own the internal and external product training strategy, and collaborate with product teams to resolve issues to enhance customer satisfaction.  Key responsibilities include overseeing parts and field support operations, definition of parts and after sale strategy, dealer performance management, overseeing a regional team of market-focused power generation field service personnel, setting performance metrics, communicating with appropriate dealer technicians, and leveraging customer feedback to optimize product reliability and service quality.

Essential Duties:

Team Leadership: Build, lead, mentor, and manage a team of market-focused field service professionals to ensure high performance and professional development.

Factory Leadership: Oversee development of regional dealer strategy, training and deployment.  Oversee regionalization of after sales and parts support strategy.

Support Strategy: Develop and implement support strategies and processes to enhance customer satisfaction and operational efficiency.  Balancing of team resources vs. customer/dealer urgencies.

Issue Resolution: Oversee the troubleshooting and resolution of technical issues related to stationary power generation equipment. Speed to resolution mindset while not sacrificing quality of workmanship.

Continuous Improvement: Drive continuous improvement initiatives to enhance support services, reduce downtime, and optimize product performance.  Process mindset.  Drive for excellence in execution.

Collaboration: Work closely with product development and sales teams & technical support call center to address and resolve product issues and provide feedback for product enhancements.

Customer Engagement: Build and maintain strong relationships with clients, addressing their needs and concerns promptly and effectively.  Overcommunication focus is highly valued and may include regular reporting on performances to potential contract metrics.

Performance Metrics: Set and monitor performance metrics for the support team (factory and dealer), ensuring goals are met and service quality is maintained.

Training and Development: Develop and support focused engine and generator training programs to ensure the internal and external support team is knowledgeable about products and best practices.

Market Analysis: Analyze market trends and customer feedback to identify opportunities for product improvement and support innovation.

Documentation and Reporting: Maintain accurate documentation of support processes and issues and provide regular reports on support activities and outcomes.  Support the product documentation creation and release process.

Minimum Qualifications:

Bachelor’s degree (or equivalent knowledge) in Engineering (Electrical preferred), Business Administration, or equivalent knowledge.

7 years of experience in product support, technical service management, or a related field.

4 years of management level experience

Preferred Qualifications:

Project Management Professional (PMP)

Lean Six Sigma Certification

Product Support / Service certifications (CMRP, CTSP, CSM, etc)

Uptime Institute market-focused certifications (ATD, ATS, AOP)

10+ years of experience and sound knowledge of power generation equipment (reciprocating-engine driven generators, transfer switches, etc.)

Master’s degree in Engineering or Business Administration a plus.

Experienced in Electronics, Electromechanical Technology

Working knowledge of mechanical design, AC and DC circuitry, power generation, wiring schematics, and connection diagrams

Excellent troubleshooting skills, the ability to make independent decisions, and work with minimal supervision

Previous experience using SAP or equivalent ERP.

Great Reasons to work for Generac: 

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

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.”