Marine Technical Service Representative

Overview

MARINE TECHNICAL SERVICE REPRESENTATIVE - Vonore, TN

This exciting role is designed to provide exceptional care and service to one of our largest customers here at Ilmor Marine. In this position, you will provide hands-on direct technical support to boat builders, serving as the primary on-site point of contact for troubleshooting, diagnostics, and quality on our Ilmor Marine Engines. Responsibilities include ensuring timely issue resolution, building and maintaining strong relationships with representatives at the OEM, and providing unprecedented support.

Individuals who are self-starters, have high energy, and who enjoy interacting with people on the phone and in-person will thrive in this role. To be successful, you’ll need to have solidcomputer skills (Microsoft Office suite, and general database experience), and deep automotive and/or marine engine technical knowledge. To support your success in this role, we commit to providing continuous, on the job training.

This position is located in Vonore, TN.

Training & Onboarding:
Training and Onboarding will take place in New Hudson, MI and Vonore, TN with scheduled business trips to our brand new Marine Engine Technical Center in New Hudson, MI planned during the first 6 weeks.

Schedule:

Full time, year-round position. Standard Day Shift: 7:8am - 5pm, all hours on-site

Benefits:
Day-1 Medical, Dental and Vision Coverage, 401K, and more

Salary Range:
Based on experience, $65,000+/year

Expected annual travel: 20% per year for customer support, training, etc.

• Provide daily on-site technical engine support at Mastercraft manufacturing facilities
• Providing hands-on, time-critical, troubleshooting and support for Ilmor Marine engines and products
• Document and track time spent on various service items, identify trends, and establish corrective action plans.
• Promptly return emails and phone calls from customers and Ilmor colleagues
• Provide onsite technical training to the customer's manufacturing staff
  • Onsite warranty support
  • Engineering support as needed
  • New boat testing & support
  • Assist with boat operation, product installation, and on-water testing
  • Other Duties as required

• Assist dealers, OEMs, and end users with engine diagnostics using our customized Pit Lane database tool for instant communication, along with email and phone calls
• Return emails and phone calls to dealers, and end users.
• Assist in writing service bulletins (gather engineering & operation support as required)
• Write technical documentation (work steps) to support the installation technicians
• Provide technical information for our owner’s manuals
• Write documentation of troubleshootingprocedures to include in our Tech Tips publications for customers
• Support our big annual peak season for the Customer Experience Team: 90 Days of Summer

• High School Diploma, or equivalent
• Associate’s or bachelor’s degree preferred
• 2+ years of experience working with internal combustion engines, either professionally or as a hobby
• 2+ years of boating experience
• 2+ years’ experience utilizing Microsoft Office products, including Word, Excel and Outlook
• 1+ years of experience working in a customer-service role
• Exceptional communication skills, both written and verbal
• Able to travel domestically, often with very limited advanced notice.

• Functional knowledge of the marine industry and powertrain engines
• Ability to work independently
• Consistently upbeat, empathetic, and reliable
• Time Management — Managing one's own time and the time of others.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Safe boat operation (recreational marine boats, e.g. towsports)

• The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.
• While performing the duties of this job, the employee is regularly required to sit or stand. The employee is frequently required to use their hands and fingers to handle, feel objects, use tools or controls, and climb or balance. The employee is occasionally required to walk, reach with hands and arms, kneel, crouch, crawl, and talk or hear.
• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, risk of electric shock, and explosives.
• The noise level in the work environment is usually moderate. However, some instances of this job may require work in areas where ear protection is necessary.