MercTECH Technical Support & Training Lead

Mercury Marine; City of Greater Dandenong; On-site; AUD 120,000 - 160,000; Full time

Job summary

Mercury Marine is seeking a technically skilled MercTECH Manager to lead the MercTECH support function across Australia and New Zealand from our Dandenong, Victoria base. The role involves diagnostic support, dealer mentoring, and coordinating training initiatives to enhance service delivery and customer satisfaction.

You will manage the MercTECH call centre, collaborate with regional managers and dealers, and drive continuous improvement in technical support systems and processes across the

Qualifications

• Qualifications in marine, automotive or mechanical technology.
• Experience in a service, technical support or mechanical repair environment.
• Strong diagnostic and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to build effective relationships with dealers, customers and internal stakeholders.

Responsibilities

• Lead the MercTECH call centre to ensure effective technical support coverage.
• Provide remote post-sales diagnostic and troubleshooting assistance to Mercury dealers.
• Support dealers with repair techniques, technical enquiries and product-related issues.
• Collaborate with Regional Service Managers to resolve complex service and warranty concerns.
• Escalate technical issues to ensure timely resolution and promote MercTECH service across 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 from consumers and end users.
• Manage Mercury EzParts software distribution and support.

Skills

Diagnostic troubleshooting

Customer service orientation

Verbal & written communication

Relationship building

Training & mentoring

Education

Certificate IV in Training and Assessment

Marine Mechanics / Automotive Technology

Tools

Mercury EzParts software

Diagnostic software

Electronic service tools

Job description

Mercury Marine is seeking a technically skilled MercTECH Manager to lead the MercTECH support function across Australia and New Zealand from our Dandenong, Victoria base. The role involves diagnostic support, dealer mentoring, and coordinating training initiatives to enhance service delivery and customer satisfaction.

You will manage the MercTECH call centre, collaborate with regional managers and dealers, and drive continuous improvement in technical support systems and processes across the