Generac Power Systems: Work for the leader in the power industry! Our office in Waukesha, WI is seeking a Director of Service Operations.
The Director of Service Operations is responsible for planning, controlling, and directing the technical publications and service training teams by defining vision, strategies, and tactics to improve customer service processes throughout North America. They are responsible for ensuring a first-rate customer experience that communicates Generac’s company values in the power products industry. The director will create a culture of exceptional customer service by creating measurable standards of excellence and developing a team of people that are continuously trained and developed to exceed internal and external customer expectations in all required markets and regions worldwide.
The position is responsible for producing high quality technical documentation for Generac’s entire product line. This position will act as the single point of contact for all Technical Publications requirements of Generac Power Systems. This position drives all translation and consistency among product lines for global publication.
In addition, this position is responsible for coordinating the service training at Generac training facilities. This includes developing and maintaining curriculum, updating product diagnostic manuals, developing warranty flat rates and overseeing classroom and lab training for internal service tech training, our dealership network and authorized field trainers, on curriculum, product updates, service issues, and troubleshooting procedures.
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 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.