How Generac scaled their service model
Your customer base is changing. Fewer accounts, bigger stakes, and higher expectations. Whether you're serving a hyperscaler, a dealer network, or residential customers, they're all expecting the same seamless experience.
Generac felt that pressure directly when hyperscalers turned to them for critical power needs. Watch this webinar replay to see how they connected engineering and service data into a single digital thread, turning a reactive, tribal-knowledge-driven process into a proactive and scalable one.
Why watch:
- Protect service margins as you scale. Learn how to avoid the alternative Generac faced: tripling the service team just to keep up, and still falling short.
- Give service teams real data, not guesswork. See how direct access to engineering data replaced manual lookups across disconnected systems.
- Build the business case for service investment. Walk away with a real example of how to win executive buy-in, backed by results.
- Deliver one consistent experience. Understand how to serve residential, dealer, and industrial customers through the same connected process.
What you'll learn:
- How shifting customer demand exposes the true cost of disconnected engineering and service data
- How Generac used Windchill to give service teams direct access to engineering data
- Why staying close to out-of-the-box configuration matters as your systems evolve
- How to build the business case, and the buy-in, for treating service as a growth driver
Speakers
Michael Boettcher
PLM System Administrator
Michael Boettcher on LinkedInMichael Boettcher is an Engineering Systems Administrator at Generac Power Systems specializing in Product Lifecycle Management (PLM), enterprise engineering systems, and digital transformation initiatives. He leads and supports strategic programs including Windchill modernization, BOM transformation, Service Digital Thread, and engineering process standardization. Michael works across engineering, IT, manufacturing, service, and business teams to improve system integration, data governance, and operational efficiency. He is responsible for Windchill administration, authentication architecture, workflow optimization, and enterprise application support. Known for his strong technical expertise and process-driven approach, he helps drive scalable solutions that support Generac's global engineering organization. Michael is also focused on growing as a technology leader, mentoring others, and advancing engineering systems strategy across the enterprise.
Justin Lloyd
Product Marketing Manager
Justin Lloyd on LinkedInJustin Lloyd is a product marketing manager at PTC, focused on solutions that bridge engineering and service, elevate service in the product lifecycle, and enable aftermarket monetization.