Generac Power Systems

  • Service and Warranty Team Lead

    Job Locations US-WI-Waukesha
    Job ID
    2018-14821
    # of Openings
    1
    Posted Date
    1 week ago(10/11/2018 12:19 PM)
    Category
    Service - Aftermarket Service
  • Overview

    Generac Power Systems- Work with the leader in the power industry! Our corporate headquarters in Waukesha, WI is seeking a Service and Warranty Team Lead.

     

    The Service and Warranty Team Lead is responsible for day-to-day hands-on direction of the Managed Services team. This position plays a key role in the motivation and development of personnel and is instrumental in creating and maintaining best practices. The Service and Warranty Team Lead manages daily work volume and ensures goals and metrics are met. This position manages escalated customer issues and follows them through to resolution.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    • Day-to-day management of the Managed Services team.
    • Assign specific job responsibilities to team members and supporting them in their jobs.
    • Track and report specific Key Performance Indicators set for the team.
    • Provide coaching, feedback and mentoring as necessary to ensure objectives are met and customer expectations are exceeded.
    • Assist in the new hire interview process and provide on-the-job orientation to new team members.
    • Host team meetings.
    • Act as liaison between departments.
    • Review paperwork submitted by team.
    • Develop process documents for topics that are unclear or have changed.
    • Handle escalated calls or issues.
    • Gather data, track issues and report as required.

    Qualifications

    Minimum Qualifications:

    • High School Diploma or equivalent required
    • 2 years Customer Support or Technical Service experience;
    • 1 year experience leading a team.

    Preferred Qualifications:

    • Associate’s or Bachelor’s degree
    • Previous experience with parts look-up and the ability to read and understand parts breakdown and bills of material;

    Knowledge, Skills, Abilities

    • Excellent verbal and written communication skills;
    • Proficient computer skills including Microsoft Office;
    • Strong foundation of basic mechanical and electrical fundamentals;
    • Solid knowledge of engine maintenance and troubleshooting to include: air cooled and liquid cooled units, gas, LP, and natural gas fuel systems.

     

    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 pounds. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

     

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