MercTECH Technical Service Lead & Training

Mercury Marine

City of Greater Dandenong

On-site

AUD 90,000 - 130,000

Full time

13 days ago

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Job summary

Mercury Marine is seeking a technically skilled Technical Service Support Coordinator to join the Dandenong, Victoria team. You will lead MercTECH support across Australia and New Zealand, delivering expert technical guidance to Mercury dealers and ensuring exceptional service outcomes.

Reporting to the Technical Training Manager, you will diagnose complex issues, support workshop and field technicians, coordinate training programs, and continuously improve service processes to strengthen dealer

Qualifications

Qualifications in marine, automotive or mechanical technology, or equivalent technical experience.
Experience in a service, technical support or mechanical repair environment.
Strong diagnostic and troubleshooting skills with the ability to resolve complex technical issues.
Excellent verbal and written communication skills.
Sound computer skills and the ability to learn and support technical software applications.

Responsibilities

Manage the MercTECH call centre to ensure effective technical support coverage during business hours.
Provide remote post-sales diagnostic and troubleshooting assistance to Mercury dealers.
Support dealers with repair techniques, technical enquiries and product-related issues.
Work closely with Regional Service Managers to resolve complex service and warranty concerns.
Escalate technical issues when appropriate to ensure timely resolution.
Promote the MercTECH service throughout the dealer network.
Identify dealers requiring additional technical development and training support.
Provide telephone support coverage for Field Service personnel when required.
Support dealer and OEM service initiatives across the region.
Assist with technical enquiries received from consumers and end users.
Manage distribution, maintenance and support of Mercury EzParts software and Computer Diagnostic Systems.
Provide technical assistance relating to diagnostic software and electronic service tools.
Maintain technical support databases and ensure information remains accurate and up to date.
Support continuous improvement of technical support systems and processes.