Customer Support Specialist - AC/DC Products

Job Summary

The Power Generation Technical Service Representative is responsible for providing technical assistance and authorizing warranty repairs (including sending parts) to our authorized dealer network. Under general supervision with some guidance from Supervisor and higher level TSRs. Assist customers with questions, requests, and issues. Effectively research, document, track and monitor customers' requests and issues to ensure timely resolution. Set groundwork for escalated cases.

location: Reno, Nevada

job type: Permanent

salary: $50,000 - 52,000 per year

work hours: 9am to 5pm

education: Associates

Responsibilities

Major Responsibilities

• Answer inbound calls and respond to emails from Dealer Technicians and answer standard questions over the phone
• Provide accurate, timely, and descriptive notes during calls
• Assist Dealer Technicians with remote diagnostic tools
• Follow established diagnostic techniques to troubleshoot installed systems
• Gather and prepare documentation regarding product failure and improvement
• Instruct new dealer technicians how to navigate Generac's warranty systems and submit claims
  
  

Qualifications

Minimum Job Requirements

Associates degree or equivalent experience in relevant technical field

Preferred Qualifications

Bachelor's Degree

Bilingual Spanish

Knowledge / Skills / Abilities

Basic understanding of mechanical and electrical (AC/DC) fundamental theory

Excellent Customer Service skills

Ability to communicate verbally and in writing in a professional manner

Active listening skills

Ability to remain calm in high-stress situations

Working knowledge of Microsoft office suite

Ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience

Trouble-shooting skills

Skills

diagnostic tools,Ability to communicate,effectively communicate,Ability to remain calm,troubleshoot,Trouble-shooting skills,Active listening skills,diagnostic techniques,Power Generation,claims,repairs,Technical Service,technical assistance,Answer inbound calls

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.