Generac

Manager Technical Service Operations

Pewaukee, WI

full_time

About This Job

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.

Roles and Responsibilities

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Drive strategic operations and process excellence, ensuring seamless support workflows across departments.

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Build and manage reporting dashboards, tracking performance trends, risk factors, and operational insights.

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Deliver executive-ready forecasts and insights, identifying risks and opportunities to inform strategic decisions.

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Establish and execute continuous improvement initiatives, streamlining issue resolution and enhancing operational agility.

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Collaborate with Engineering, Product, Supply Chain, and CX teams to resolve recurring issues and improve processes.

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Advocate for tools, automation, and workflow optimizations that improve efficiency and enhance customer experience.

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Lead and develop the Customer Solutions (Tier 3 Support) team, fostering a culture of quality, continuous improvement and accountability.

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Oversee systemic problem resolution, ensuring escalated technical issues are permanently solved—not just managed.

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Ensure alignment of customer lead reassignment, account credits, chargebacks, and internal training programs with operational goals.

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Own storm response planning and execution, ensuring Generac is fully prepared to handle increased support demands during critical weather events.

Minimum Qualifications:

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Bachelor’s degree in Business, Operations, IT, or a related field, or equivalent experience.

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5+ years of experience in operations, support strategy, or technical process management.

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2+ years of experience in a leadership role, preferably managing a Tier 2 or Tier 3 support team.

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Experience in connected hardware/software ecosystems (IoT, smart home, or energy tech preferred).

Knowledge / Skills / Abilities

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Visionary operator, can balance high-level strategy with hands-on execution.

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Process and workflow expert, driving structure and predictability in complex environments.

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Proactive problem solver, identifying inefficiencies and implementing permanent solutions.

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Data-first leader, leveraging metrics to drive decisions and influence key stakeholders.

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Strong technical fluency, able to articulate the relationship between hardware, software, and connectivity.

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Experienced in managing high-performing teams, setting clear expectations, and ensuring accountability.

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Highly persuasive communicator, influencing internal teams and senior leadership.

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Proven ability to lead cross-functional initiatives, working seamlessly with Product, Supply Chain, and Engineering.

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Storm response operations expertise, able to plan and execute under high-pressure scenarios.

Preferred Qualifications:

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Project Management certification (PMP, Six Sigma, or equivalent) is a plus.

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Experience leading enterprise-scale cross-functional projects.

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Background in technical operations within the energy, smart home, or IoT sectors.

Knowledge / Skills / Abilities

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Expertise in process improvement methodologies such as Lean, Six Sigma, or Agile frameworks.

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Strong executive presence, able to translate complex data into high-impact insights.

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Skilled at building and evolving high-performance teams, ensuring clarity in roles, objectives, and priorities.

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Ability to foster a culture of ownership, urgency, and growth, ensuring continuous team development.

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Deep understanding of process workflows, rapid mobilization and operational stability

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.”

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Manager Technical Service Operations

About This Job

Minimum Qualifications:

Knowledge / Skills / Abilities

Preferred Qualifications:

Knowledge / Skills / Abilities

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