Service Operations Specialist III - GENERAC : Job Details

We are Generac, a leading energy technology company committed to powering a smarter world. Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

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. Demonstrates critical thinking, is highly motivated and results driven. Proficient with Inventory management, Project Management and Product management skills with a focus on process improvement. All Service Operations Specialists personify Generac's integrity principles by coaching fellow team members to succeed.

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

Essential Duties and Responsibilities:

• 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
• Special projects as assigned
• 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

Knowledge, Skills, and Abilities:

• Excellent written communication skills
• Critical thinking
• Advanced computer skills & ability to learn new software
• Process and flowchart expertise
• Customer Service skills
• Time management skills
• Ability to safeguard confidential customer information

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 - 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. Occasional travel.

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