Generac Power Systems

  • Director Service Operations

    Job Locations US-WI-Waukesha
    Job ID
    2018-14869
    # of Openings
    1
    Posted Date
    4 weeks ago(10/19/2018 7:06 PM)
    Category
    Service - Aftermarket Service
  • Overview

    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.

     

    Responsibilities

    Essential Duties

    • Designs and directs the work of the functional area. Selects, coaches and develops the team, setting objectives that align with company strategy to inspire and motivate the team. Manages organizational talent through performance management, succession planning and development. Designs and directs processes by which team and individual performance are recognized, feedback is consistently delivered and performance is systematically improved.
    • Collaborates with engineering, marketing, and program management to determine Technical Publications requirements of all projects
    • Tracks progress of the technical publications team and reports project status to the management
    • Establishes publication policies, procedures, and controls
    • Ensures consistency between all manuals and proposed manual revisions, including translation of manuals for global distribution
    • Establishes and controls the manual revision, tracking, and distribution processes
    • Lead and oversee after-sale training department and programs, including field service training, in-house training and maintaining service credentials.
    • Develop and maintain all service training programs, diagnostic manuals, flat rates, and troubleshooting documents.
    • Oversee service documentation to ensure documentation is complete and accurate and meets customer expectations.

    Qualifications

    MINIMUM QUALIFICATIONS:

    • Bachelor’s degree or equivalent experience
    • 7 years of Technical Publications experience in a global role
    • 7 years of experience in Training/Instructional Design
    • 5 years of leadership experience

    PREFERRED QUALIFICATIONS:

    • Experience creating online curriculum
    • Technical Training and curriculum development (DACUM) experience
    • Product Development experience in a design or service role
    • Master Training Specialist designation
    • Previous experience using SAP or equivalent ERP
    • Experience using structured authoring (SGML or XML)
    • Experience working on publications on a global scale
    • Experience in budgeting and strategic planning

     

    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.

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