Lead Generator Technician - HM Cragg

Position Overview:

The Lead Generator Technician has a critical role in all activities related to the Generator Service Department. In this role, you will act as an in-field technical expert under the direct supervision of the Regional Service Manager. This service team member provides leadership and support to all HM Cragg Service Technicians in the region and is a consistent advocate for the technicians' daily operations, training, and mentoring.

Reporting Relationship: The Lead Generator Technician reports to the Regional Service Manager

Responsibilities:

Generator Service:

• Perform repairs and preventive maintenance on power generation systems
• Conduct onsite troubleshooting and diagnostics of intricate mechanical and electrical systems
• Maintain knowledge of evolving technologies in the industry
• Progress through the Generac technician certification program, complete continuing education requirements and participate in other training as required
• Perform other duties as assigned

Customer Service:

• Provide comprehensive assessments of customers' needs and recommend appropriate repairs while ensuring exceptional customer care and satisfaction
• Cultivate and sustain positive relationships with customers

Technical Support:

• Provide real-time technical support to field technicians via calls, emails, and on-site visits.
• Engage in advanced troubleshooting and repair procedures.

Safety Champion:

• Promote a culture of safety to office and field staff while driving the compliance of safety policies and procedures.
• Ensure that safety protocols are always strictly adhered to.
• Stay up to date on company-sponsored safety training, compliance, and knowledge of HAZ MAT and DOT requirements.

Process Improvement:

• Stay up to date with industry trends and advancements
• Recommend changes to company policies and procedures as necessary
• Support process improvement initiatives and development of new procedures to streamline workflows, customer satisfaction and quality assurance

Requirements:

Skills/Knowledge:

• High level of electrical and mechanical aptitude revolving around power generation systems
• Extensive working knowledge of electrical systems ranging from 5 VDC to 480 VAC
• Broad range of expertise in prime movers ranging in size from 990CC to 65L engines
• Ability to work with a range of tools, from wrenches to multimeters
• Possess advanced troubleshooting skills and be able to effectively operate basic shop equipment
• Ability to fluently read and interpret wiring diagrams and schematics
• Must be computer proficient, specifically with Microsoft 360 and various OEM proprietary controller software packages

Personal Attributes:

• Interpersonal - Maintains confidentiality, keeps emotions under control, approaches others tactfully, and works with honesty, integrity, and ethics
• Teamwork - Balances team and individual goals, exhibits objectivity and openness to others' ideas and viewpoints, gives and welcomes feedback
• Communication - Demonstrated proficiency in verbal, written and listening skills; ability to complete maintenance reports and business correspondence, effectively present information and respond to questions from groups of managers, clients, applicants, etc
• Client Service - Conducts self professionally, skillfully, and efficiently manage client needs, responds promptly to others at all times, and treats others with respect
• Leadership - Continually develops skills and encourages growth, strong ability to work Independently, inspires and motivates others to perform successfully, and has a willingness to bring new ideas to the table
• Effective and polished interaction with customers to gather information quickly; explain customer responsibilities in resolving issues; communicate next steps and status; and inspire confidence
• High attention to detail, able to problem solve logically and think critically
• Adherence to company policies and procedures, meet company goals and objectives
• Dependable and able to work independently
• Ability to work flexible hours, days, travel, and stay overnight
• Must be able to work overtime and after hours, as needed
• Willing to work in a rotating on-call schedule
• Possesses strong work ethic and takes ownership of both company and client goals/objectives
• Focused on understanding, meeting, and exceeding customer expectations
• Ensure mutual success of the company and its employees through strong collaboration and teamwork

Qualifications:

• High school diploma or equivalent
• 3 plus years of power generation experience is required
• 2 plus years of technical troubleshooting experience required
• Generac Master Certified Technician or the ability to acquire it
• EGSA Journeyman Certification or the ability to acquire it
• Must have and be able to maintain a current driver's license and acceptable driving record per HM Cragg insurance carrier standard
• Must maintain compliance with DOT random drug and alcohol screening requirements
• Must be able to lift 100 pounds and able to bend and twist several times a day
• Must be able to work with arms extended above head for extended periods of time

Travel and hours expectations:

• Up to 50% based on HMC projects and time of year
• Work hours as required to serve all internal and external stakeholders effectively