Manager, Technical Support
Core
Lead a team of technical support representatives and engineers to ensure dealer satisfaction for Generac Home products through phone troubleshooting, system diagnostics, and knowledge management.
Role type
Manager, Technical Support (Home Energy Products)
Builds
Dealer-facing support operations and knowledge base content for Generac Clean Energy products
Domain
Home Energy / Power Generation / Solar + Storage
Deliverable
client delivery
Required skills
B2B team leadership, Solar + Storage systems expertise, Power Electronics knowledge, residential electrical systems understanding, Salesforce proficiency, AI tools for system optimization, knowledge management systems
Preferred skills
Generac Clean Energy product knowledge, complex phone systems operation, CES training material development
Technologies
Salesforce, AI tools, CES systems
Responsibilities
Supervise, coach, and develop technical support staff; manage escalated technical support cases; develop departmental goals and KPIs; provide technical guidance to sales and service associates; coordinate field application engineer dispatches; create training materials and service bulletins.
Seniority
Manager, hands-on leadership with individual contributor duties
