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Customer Experience Technical Representative

Generac · Pewaukee, WI · Full time

Posted Aug 25, 2026 · We last checked this listing on Oct 6, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about a time a customer called in frustrated about a product not working right. How did you handle it?

What they are checking: whether the candidate can de-escalate emotion while still moving toward a resolution

Tell me about a time you had to learn a lot of technical information quickly for a job. How did you approach it?

What they are checking: capacity to absorb product knowledge and pass required testing after training

Describe a situation where you gave a customer information that turned out to be wrong. What happened after that?

What they are checking: honesty and accountability, and how they correct mistakes with customers

Tell me about a time you had to deliver bad news to a customer, like something not being covered or a repair taking longer than expected.

What they are checking: how they communicate unwelcome information without losing the customer's trust

Tell me about a time you had to explain something technical to someone who didn't have any technical background.

What they are checking: ability to translate complex information into plain language for customers

What would you do

Say you're on a call and the customer's issue is outside what you're trained to fix. What do you do next?

What they are checking: judgment about when and how to escalate versus trying to solve everything themselves

This role has metrics for things like customer satisfaction, productivity, and schedule adherence. How do you feel about being measured that way day to day?

What they are checking: comfort with a performance-tracked contact center environment

If a customer is asking about installing a generator themselves and you're not sure it's safe for them to do, how would you handle that conversation?

What they are checking: judgment around safety and knowing the line between helping and overstepping expertise

This schedule runs Thursday through Monday, starting between 7 and 10 in the morning. How does that fit with your life right now?

What they are checking: realistic commitment to the actual shift pattern before it becomes a problem later

About the work

Walk me through how you'd troubleshoot a generator that a customer says won't start, without being able to see it.

What they are checking: ability to guide a customer through diagnostic steps remotely using logic and available tools

How do you keep track of multiple customer interactions coming in through phone, email, chat, and text at the same time?

What they are checking: organizational habits and comfort managing a multi-channel workload

What's your experience with documenting customer interactions in real time while you're still talking to them?

What they are checking: multitasking ability and attention to accurate record-keeping

How comfortable are you managing your own Outlook inbox, calendar, and task list without someone checking in on you?

What they are checking: self-management skills for a remote, semi-independent role

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The full job description

As published by Generac.

We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us? The Customer Experience Technical Representative is a key contributor in delivering Generac’s “Customer First” promise. Being a Customer Experience Technical Representative requires understanding of technical product information to provide informed decisions and recommendations. This role is responsible for providing excellent customer care by using knowledge of company products and resources to provide accurate information, answer questions and ensure final resolution. We are looking for people who will be able to work from Thursdays to Mondays consistently. Each shift is 8 hours long and will start between 7:00am CT - 10:00am CT depending on the schedule . This role is Remote but must sit in Wisconsin to do training on-site for 4-6 weeks. The training schedule is Monday-Friday First shift. Responsibilities • Ability to pass product and process testing following training • Receives and documents all customer interactions in real time • Corresponds to customer interactions via email, phone, text or chat • Maintains contact center metrics including customer satisfaction, productivity and adherence • Responds to and resolves customer technical and non-technical inquiries and issues • Assists customers with installation and issue resolution in the moment • Assists customers with troubleshooting issues and offer accurate information in the moment • Seeks out answers to customer questions utilizing the product material and tools available remaining current on products, services and promotions • Maintains product knowledge through training and continuing education • Escalates more complex inquiries or complaints appropriately to specialized teams • Maintain Outlook email inbox, calendar, and tasks regularly Minimum Job Requirements Education High School Diploma or GED Certification / License Work Experience 1 year experience in a customer service role or technical troubleshooting Communication: Excellent verbal and written communication skills 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 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the 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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