**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. The Senior Manager Technical Service manages a team of Technical Support Representatives responsible for troubleshooting/resolving generator related challenges and also reinforcing dealer training and education. Effectively collaborates with internal business partners to drive system enhancements and process improvements. Achieves all quality and productivity metrics and objectives, while driving the highest level of customer service and customer and dealer satisfaction. Assures that TSR documentation is completed and is accurate. Leads the review of escalated issues to assure that a repair is completed, and appropriate internal functions are notified if a quality or design change is needed. Supports our customers (internal and external) with questions and system install issues. Establishes policies and procedures to maintain effective and efficient operations of the Technical Service team. The Senior Manager Technical Service ensures the team is advocating for the customer with timely and effective resolutions for current products. During Generac product development (GDP), the team will provide input on serviceability. This position will be working cross functionally with the Warranty Administration, Technical Publications, Parts and the Service Training Managers to allow the team to effectively identify, manage and support the implementation of cohesive customer response service programs. **Major Responsibilities** + Innovate and improve organizational structures, processes, tools, skills and leverage technology to continuously improve customer responsiveness. + Implement and deploy a long-range plan and growth strategy for the department. + Review Technical training improvements with Training Manager based on call center agent feedback. + Develops metrics to analyze labor needs for adequate staffing and uses the metrics to identify improvements to increase efficiency. + Investigate and implement new tools to help manage growth to improve department efficiency. + Designs and directs the work of the team. Selects, coaches and develops staff. Sets clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement, providing feedback and administering progressive discipline when necessary. + Develop and manage a highly trained technical team that is considered experts in their field. + Sets clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement, providing feedback and administering progressive discipline when necessary. + Audits calls to ensure quality standards and develops scripts to remediate quality issues. + Assists the warranty manager in analyzing and evaluating warranty claim data to identify origin of field failures and recommends corrective action. + Works with engineering, test, quality, and manufacturing to ensure that product issues. + Obtains feedback from the field regarding product issues and follows up with specific remedies to resolve the issues. + Participates in new product development activities to ensure serviceability considerations and field failure experiences are included in the product development process. **Minimum Qualifications** + Associate’s Degree in related field or equivalent experience + 7 years in a technical product support services department + 5 years of progressive leadership experience **Preferred Qualifications** + Bachelor’s Degree + Mechanical certifications + Bilingual/Spanish + Previous experience using SAP or equivalent ERP + Proven track record of successfully managing and leading a team, utilizing metrics to increase customer satisfaction levels. + Skilled in adapting to and driving change within the organization; + Strong mechanical equipment (mechanical and electrical systems) knowledge + Ability to work with little supervision **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.