By Susan Meyer
Many industries and trades are experiencing a shortage of skilled labor and 
knowledgeable technicians for various reasons. From plumbers to electricians, the number of trained workers in certain sectors of the economy is not growing quickly enough to meet the increasing demand.
One of the areas most affected is the Gulf Coast. In the aftermath of Hurricane Katrina, the service infrastructure was overwhelmed trying to meet the needs of consumers. “I went through the hurricane in New Orleans, and I saw firsthand what the problems were in the field. That year I was busy… very busy,” says Tom Wein, who was working as a service manager and training coordinator for Carrier Corporation at the time. While Wein stayed on the job, many contractors and their employees were displaced or abandoned the area. As a result, there was an acute shortage of qualified workers to handle the installation and service of emergency standby generators.
Wein’s experience made him the ideal candidate to manage Generac Power Systems’ new training initiative, Generac University. The centerpiece of the program is an intensive 4 week course that is free to qualified applicants. It includes instruction on RV, residential, and commercial generators up to 150 kilowatts.
Generac, founded in 1959, is the #1 manufacturer of standby generators in both the residential and commercial markets. Already renowned for the excellence and breadth of its training programs and online ‘webinars,’ Generac has created a new opportunity for anyone interested in a career in the standby power industry. Roxanne Walsh, director of human resources, explains, “Sales have been growing exponentially, so we are anticipating a demand for more generator technicians. We see this program as benefiting students, our dealers, and Generac. Not only can we recruit new technicians, we can give them the education and training they will need on the job.”
For Generac the advantages are numerous. Having well-trained techs benefits dealers and customers by reducing callbacks. It also decreases the number of warranty claims. More comprehensive training ensures that technicians will have accurate product knowledge and extensive diagnostic testing experience, allowing them to correctly resolve a greater percentage of service matters on their own.
New Orleans is only one area where trained technicians are in demand. Over the 
past few years awareness about generators has risen, and sales continue to increase nationwide. The success of Generac’s residential product line and the popularity of its QT Series of commercial gensets have created an increasing need for knowledgeable service technicians. In certain states such as Florida — where the number of generators is growing quickly— the demand is greater than ever. “As a leading manufacturer, we want to be proactive,” says Mike Carr, manager of marketing communications. “We want our end-users to be happy with not only the product, but also the service they receive.” Generac University is the perfect solution to address that goal.
Though Tom Wein is relatively new at Generac, his extensive background makes him more than qualified to oversee the program. With experience as an instructor and a background in electrical and mechanical work, Wein joined the company as the corporate service training manager. His objective is to ensure that Generac continues to provide high quality technical instruction to meet the needs of its growing dealer network.
The new University course involved streamlining several of Generac’s existing programs and combining them into one. Wein also took training modules that had previously been three days and condensed them into two, bringing together key subjects to create a unified course of study. The goal is to have students finish the course with enough knowledge and experience that they can work confidently in the field without supervision.
Generac University’s first level of technical instruction, Phase A and RV training, is conducted by five skilled instructors. Classes are held at Generac’s Eagle Training Center, a 6000 square foot facility adjacent to the company’s Eagle, Wisconsin manufacturing plant. Training includes generator application, sizing, installation, start-up, maintenance, troubleshooting, and repair. Class sizes are relatively small, averaging about 15 students. Walsh says, “One of our primary concerns is that students receive the individual attention they need to be successful.”
Classes are held eight hours a day, five days a week, for four weeks, with evening
homework to keep students focused. The program integrates classroom learning with more than 50% hands-on work. Students have the opportunity to be on the factory floor where they observe the manufacturing process. Wein explains, “I don’t want them to be afraid of taking things apart. After participating in production, they know how to put generators together and will be comfortable working on them.” Other hands-on instruction is conducted in a service bay with more than a dozen gensets of various sizes that are used specifically for troubleshooting and repair.
Technical training programs of this nature are often expensive, but Generac is offering the course to qualified applicants for free. Other benefits include two daily meals, free lodging, and transportation to and from Milwaukee’s Mitchell International Airport. There is a $200 fee for materials, but it is refunded after successful completion of the course. The materials package each student receives includes more than two dozen items, including a textbook, reference guides, diagnostic manuals and specialized tools such as gas pressure and spark testers. What would cost more than $3000 at another institution is free at Generac University.
Upon successfully completing the program (by written exam and a hands-on demonstration of proficiency), students will be certified by Generac as a Phase A service technician. After additional field experience, students are eligible to return for Phase B and Phase C (master level) training.
Once they have completed the initial course, Generac will assist students in finding jobs. “We will try and place graduates with dealers who have identified a need,” Walsh says. “It’s an informal job placement.” The company has an extensive network of Guardian dealers nationwide along with other distribution channels and all have a high demand for trained professionals. This makes the likelihood of placement great.
Another impressive aspect of the program is that it is open to individuals outside 
Generac’s dealer network. To qualify, an applicant should be at least 18 years of age with a high school diploma or equivalent, have a mechanical aptitude, enjoy hands-on work, possess knowledge of basic math and have an interest in basic electrical principles. Wein says the program is “ideally suited for many kinds of individuals, from those coming out of school or the military to those wanting to change jobs.” And the career certainly offers a livable wage. Walsh says that depending on their location and level of education, generator technicians can make $15-$20 an hour starting out. Considering the steady increase in sales of generators, the demand for techs is rising and those with more experience and training receive even higher wages.
So far the program is off to a promising start. The first class was held in May 2007 and was comprised of the employees of dealers. “Our first group had a wide range of starting knowledge,” said Wein. “Some knew electrical principles but didn’t know generators. Others didn’t have any knowledge of standby power whatsoever. So far it’s working really well. We start our instruction at the bottom and work our way up to more demanding challenges as the course progresses.” The diversity of backgrounds was remarkable. One student had automotive mechanical experience, another was a master electrician and another had worked on military generators.
Charles Cole of Harris Power & Equipment in Yorktown, Virginia has an automotive mechanical and electrical background, with 2 ½ years experience working on Generac generators. His impression of the program was positive. He said, “It was nice to see how the generators are built. We can get a feel for them, and then we can go and tear them apart.” Grant Botos of Varitech Inc. in Louisville, Kentucky agreed. He thought the knowledge he received at Generac University would make him a better trained technician which would benefit his company’s service capabilities.
Another student, Margi Turner, COO of AutoValue Inc. of Boynton Beach, Florida, attended the class to learn not only about the generators but about Generac as a company. “I’m really impressed,” said Turner. “This company produces good units. They’re bending over backwards for people who aren’t even their employees to make sure that their customers — the end-users — get a good product and are satisfied with the return on their investment.” She anticipated that more of her company’s employees would attend Generac University.
Atlantic South Power of Highlands, North Carolina sent Thomas James to the first session. “My company services Generac generators, and we wanted further education on how to repair them and how they go together,” said James. “So far everything has been really informative.” His company has plans to send another employee to take the course later this year.
After such excellent early results, Generac is hopeful for the future. With an expanding product line and increased sales, the company wishes to remain proactive. Generac University is one way to do that. Wein says, “Our program is so flexible that if the warranty or service department sees a trend occurring, we can make changes to the curriculum and have them in place the next day.”
Ultimately, Generac envisions connections with high schools, colleges, and technical schools. “We need quality service of our products in order to sustain our growth and reputation,” says Walsh, “If our dealers are supporting us by using knowledgeable technicians, we are creating a high quality experience for the customer. We want our customers to be satisfied.”
Inquiries regarding Generac University’s 4 week training program should be sent via email to genu@generac.com.
Generac University ’s 4 Weeks of Comprehensive Learning
During the approximately 20 days of study, students will learn about the following:
Principles of electricity
Principles of standby power generation
How generators are designed and built
- air-cooled products
- liquid-cooled products
Engine design and operation
Alternator design and operation
- voltages
- single phase and three phase power
Automatic transfer switch design and operation
Production line observation and participation
- air-cooled engines
- residential products
- commercial products
Generator
- application
- sizing
- installation
- start-up
- service
Troubleshooting and repair of
- RV generators
- home standby generators
- commercial generators
- engines (air-cooled and liquid-cooled)
Diagnosis and repair of
- control panels
- automatic transfer switches
Those who successfully complete the course will be certified as generator service technicians.
