Marine Technical Service Representative

1 settimana fa

Ari, Italia Ilmor Engineering, Inc. A tempo pieno

Ilmor Engineering provides design, development, testing, and manufacturing of performance engines and parts for major manufacturers and racing teams throughout the world.
Our clients include automotive, marine, IndyCar, ARCA, among others.
All of our high-performance engines and components are precision engineered to the highest standards—utilizing the latest manufacturing technologies and quality systems.
At Ilmor, we offer engineering and support services from clean sheet to completed project.
Our team utilizes their expertise and ingenuity to create innovative original concepts or provide creative solutions to existing high-performance designs
The Customer Experience Team (CXT) Representative will provide technical support to all marine customers including dealers, OEMs, and end users.
You'll travel domestically (and sometimes abroad
), answer service calls, review warranty claims, spend time on the water, and work on engines and motors.
This is a primarily on-site position, and will be located at our brand new state-of-the-art technology center opening in New Hudson, MI.
Customer Support Serve as the first point of contact for dealers, boat manufacturers, and boat owners, assisting them with engine diagnostics over the phone, through email and/or on-site visits.Review and approve warranty claims submitted by dealers, ensuring an accurate assessment of labor, parts, and freightRespond promptly to emails and phone calls from dealers, end users, and OEMs, addressing their inquiries and concernsContinuously improve our support process to enhance efficiency and customer satisfactionMonitor and report on warranty trends weekly, monthly, and quarterly, identifying areas for improvementConduct analysis and tracking of returned partsCollaborate with engineering and operations teams to write service bulletins and develop technical documentation to support installation techniciansProvide support and contribute to the development of service school training curriculumProvide comprehensive support to boat manufacturers by assisting with new boat engine/drive installation and conducting thorough Post-production Inspections (PPI) on engines, drives, and software.Onsite Field SupportDeliver hands-on, time-critical troubleshooting and support for Ilmor Marine products at dealerships and OEM manufacturing facilitiesOffer remote-site warranty support as neededAssist with new boat testing, product installation, and on-water testing, ensuring optimal performance and customer satisfactionSupport dealers and end users with boat operation, providing guidance and technical assistanceRequired Qualifications:High School Diploma or equivalent; associate or bachelor's degree preferred2+ years of experience working with internal combustion engines, either professionally or as a hobby2+ years of boating experienceProficiency in Microsoft Office products, including Word, Excel, and Outlook1+ years of experience in a customer service roleExcellent written and verbal communication skillsAbility to travel domestically, often with very limited advanced notice.Skills & AbilitiesStrong functional knowledge of the marine industry and powertrain enginesAbility to work independently while maintaining a positive and empathetic attitudeEffective time management skills to prioritize tasks and meet customer needsCritical thinking abilities to identify and evaluate alternative solutions to problemsProblem sensitivity to recognize and address customer concernsPhysical stamina to lift and move up to 50 pounds, with good visual perception and manual dexterityFlexibility to adapt to different work environments, occasionally exposed to mechanical parts, chemicals, and noise
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