Generac · 7 hours ago
Director of Field Service Operations - Data Centers
Waukesha, WI - USA
Full-time
Onsite
Director/Executive
7+ years expGenerac is a leading energy technology company committed to powering a smarter world. The Director of Field Service Operations is responsible for delivering exceptional aftersales support for stationary power generation equipment, managing field support strategies, and enhancing customer satisfaction.
Electrical DistributionElectronicsEnergyManufacturing
Responsibilities
Responsible for overseeing a 24/7 consumer support operation of 100+ agents in a high-volume B2C manufacturing environment. This role ensures a seamless, customer-centric post-sale experience by driving performance across all support channels, meeting key service metrics, and leading process improvements. Mentors team leaders and collaborates cross-functionally to resolve issues and continuously improve the end-to-end experience
Setting performance metrics, communicating with appropriate dealer technicians, and leveraging customer feedback to optimize product reliability and service quality
Build, lead, mentor, and manage a team of market-focused field service professionals to ensure high performance and professional development
Oversee development of regional dealer strategy, training and deployment. Oversee regionalization of after sales and parts support strategy
Develop and implement support strategies and processes to enhance customer satisfaction and operational efficiency. Balancing of team resources vs. customer/dealer urgencies
Oversee the troubleshooting and resolution of technical issues related to stationary power generation equipment. Speed to resolution mindset while not sacrificing quality of workmanship
Drive continuous improvement initiatives to enhance support services, reduce downtime, and optimize product performance. Process mindset. Drive for excellence in execution
Work closely with product development and sales teams & technical support call center to address and resolve product issues and provide feedback for product enhancements
Build and maintain strong relationships with clients, addressing their needs and concerns promptly and effectively. Overcommunication focus is highly valued and may include regular reporting on performances to potential contract metrics
Set and monitor performance metrics for the support team (factory and dealer), ensuring goals are met and service quality is maintained
Develop and support focused engine and generator training programs to ensure the internal and external support team is knowledgeable about products and best practices
Analyze market trends and customer feedback to identify opportunities for product improvement and support innovation
Maintain accurate documentation of support processes and issues and provide regular reports on support activities and outcomes. Support the product documentation creation and release process
Qualification
Required
Bachelor's degree (or equivalent knowledge) in Engineering (Electrical preferred), Business Administration, or equivalent knowledge
7 years of experience in large diesel or natural gas generators product support, technical service management, or a related field
4 years of management level experience
Experience with large Data Center SLA requirements
Project Management Professional (PMP)
Lean Six Sigma Certification
Product Support / Service certifications (CMRP, CTSP, CSM, etc)
Uptime Institute market-focused certifications (ATD, ATS, AOP)
10+ years of experience and sound knowledge of power generation equipment (reciprocating-engine driven generators, transfer switches, etc.) Spark Ignited knowledge a plus
Advanced knowledge of Engine maintenance and troubleshooting of natural gas fuel systems
Experienced in Electronics, Electromechanical Technology, and/or Data Center design
Working knowledge of mechanical design, AC and DC circuitry, power generation, wiring schematics, and connection diagrams
Excellent troubleshooting skills, the ability to make independent decisions, and work with minimal supervision
Previous experience using SAP or equivalent ERP, as well as SalesForce
Preferred
Master's degree in Engineering or Business Administration a plus
Benefits
Health, Dental, Vision, 401k and many more
State-of-the-art facility with an onsite gym, walking trails, café, free parking and many employee activities
Scheduled events throughout the year that allow our employees, both current and retirees, to gather together and enjoy their time with their families and co-workers
Enjoy summer hours (Memorial Day – Labor Day)
Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators
Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.
We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.
We’re an inclusive company that celebrates differences and keeps equity and respect at the forefront.
We offer product loan and discount programs.
Company
Generac
Generac is the total energy solutions company powering a smarter world.
5001-10000 employees
H1B Sponsorship
Generac has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (35)
2024 (17)
2023 (14)
2022 (17)
2021 (7)
2020 (11)
Funding
Current Stage
Public CompanyTotal Funding
$300MKey Investors
GRIP ProgramUS Department of Energy
2024-10-21Grant· $50M
2024-07-17Grant· $200M
2023-10-27Grant· $50M
Leadership Team
Aaron Jagdfeld
President & CEO
Anne Hoskins
SVP Policy and Market Development-- Energy Technology
Recent News
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