Technical Service Support Coordinator

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

About Us

Mercury Marine® has been manufacturing world-class marine propulsion systems for more than 80 years and distributes market-leading brands including Mercury Outboards, MerCruiser, Quicksilver Parts and Mercury Inflatables. Mercury Marine is part of Brunswick Corporation (NYSE: BC), the global leader in marine recreation, delivering innovation that transforms experiences on the water and beyond.

About the Opportunity

Mercury Marine is seeking a technically skilled and customer-focused MercTECH Manager to join our Service team based in Dandenong, Victoria.

Reporting to the Technical Training Manager, this role is responsible for leading the MercTECH support function across the Australia and New Zealand Pacific region, providing expert technical assistance to Mercury dealers and supporting the delivery of exceptional customer service outcomes.

You will work closely with Regional Service Managers, dealers, apprentices and internal stakeholders to provide diagnostic support, troubleshooting expertise and technical guidance across Mercury's industry-leading product range. This role combines technical problem-solving, dealer support, training assistance and continuous improvement initiatives to strengthen dealer capability and customer satisfaction throughout the region.

Key Responsibilities

Technical Support & Dealer Assistance

• 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.

Training & Capability Development

• Assist with the development and delivery of dealer and OEM service training programs.
• Support the ongoing development of technical training materials and curriculum.
• Provide training support and mentoring assistance for Mercury apprentices.
• Identify knowledge gaps within the dealer network and recommend development opportunities.
• Contribute to initiatives that improve technical capability and service quality across the network.
• Analyse incoming dealer and consumer enquiries to identify trends and improvement opportunities.
• Produce reports on contact activity, dealer support requirements and technical issues.
• Submit product reports and technical feedback where appropriate.
• Support special projects and product development initiatives, including military applications when required.
• Contribute insights that improve dealer performance, service delivery and overall customer satisfaction.

To be successful in this role, you will have:

• 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.
• Strong problem-solving and analytical capabilities.
• The ability to build effective relationships with dealers, customers and internal stakeholders.
• Confidence presenting information and speaking to groups.
• A proactive and customer-focused approach to service delivery.
• Sound computer skills and the ability to learn and support technical software applications.
• A genuine interest in boating, marine products and the recreational marine industry.
• Additional qualifications in Marine Mechanics, Automotive Technology or a related trade.
• Certificate IV in Training and Assessment.
• Experience supporting dealer networks or technical service operations.
• Experience delivering technical training programs.
• Hands-on experience with diagnostic software and electronic service systems.