Power Generation Technical Service Representative jobs in Waukesha, WI

A dealer technician calls and says a home standby generator will not start. Walk me through the first questions you would ask.

What they are checking: Whether they follow a logical diagnostic path over the phone instead of guessing, since the dealer is their hands on the unit.

How would you guide a dealer tech through a remote diagnostic tool when they are less comfortable with it than you are?

What they are checking: Whether they can teach patiently and clearly while a tech is standing at a failed unit with a customer waiting.

You authorize warranty repairs and send parts. How do you decide if a failure is covered?

What they are checking: Whether they weigh evidence fairly, protecting the company from bad claims while treating dealers honestly.

A dealer is angry because this is the third call about the same unit. How do you handle that call?

What they are checking: Whether they stay calm, own the problem and move toward a fix rather than reading a script.

Why do the notes you write during a call matter so much in this job?

What they are checking: Whether they understand that clear notes let the next person pick up the case and help engineering spot failure trends.

Tell me about your background with engines, electrical systems or generators.

What they are checking: Whether they have enough hands-on technical knowledge to troubleshoot installed systems with dealer technicians.

You get a question you cannot answer and the dealer needs help now. What do you do?

What they are checking: Whether they know when to escalate and how to set up the case so a senior TSR can act fast.

Tell me about a time you noticed a pattern in problems and reported it so something could be fixed.

What they are checking: Whether they gather failure data in a way that helps improve the product, which the role asks them to do.