Service Operations Specialist III - Clean Energy

Company Generac Power Systems

Name Service Operations Specialist III - Clean Energy

Req # 65194

Employment Type Full Time

Shift 1st

At Generac, our people help make the world safer, brighter, and more productive. We are united by our efforts to inspire change for a better world; impact our people and community; influence and achieve positive results; and innovate the industry. Our shared goals allow people with diverse backgrounds and points of view to work together, bringing our global customers peace of mind through reliable products and exceptional support

The Service Operations Specialist III contributes to Generac’s next-level customer support with effective KPI reporting, fleet process development and implementation, expedient warranty claim and RMA processing, Service Dealer management, and proactive campaign resolutions including applying new or corrective firmware/schedules to devices in the field via remote connection, clearing system errors remotely, and responding to internal or external information requests. All Service Operations Specialists personify Generac’s integrity principle by coaching fellow team members to succeed.

ESSENTIAL DUTIES:

• Resolve external requests from inbound calls/emails

• Manage service Case(s) for proactive monitoring & maintain Case data integrity

• Administer proactive response program(s) including device error clearing

• Monitor fleet health and respond to trends

• Process warranty orders and claims with ERP data integrity

• Surface and distribute service leads

• Accurately resolve internal and external warranty requests

• SME on warranty and process for external vendors

• Generate reports and take positive action

• Assist with KPI Development and tracking

• Process review, development, and implementation

• Contribute to work and financial review of external vendors

• Act as technical resource

• Collaboratively maintain Service Supply Chain, track RMA rates, & ensure parts availability

• Maintain OTC and SLM data integrity

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Business/Data or equivalent experience with B2B and C2B relations

• Expert level Skill with Excel

• Comfort with Business Intelligence reporting

• Experience with ERP Software (SAP)

• Experience with Salesforce reports and dashboards

PREFERRED QUALIFICATIONS:

• Familiarity with solar photovoltaics and residential energy storage systems

• Familiarity with IT related functions

• Salesforce Trailbazer

• MS Office Certification(s)

• Data Analytics experience

• Project Management experience

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 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. Up to 15% Travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”