Job Information
Generac Power Systems Service Operations Specialist III - Clean Energy in South Portland, Maine
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.”
Generac Power Systems
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