Marine Product Tech Support Specialist

Cool Gear International; Litchfield (IL); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Medical / Dental / Vision Insurance

Employee Assistance Program (EAP)

Disability insurance (STD/LTD)

401(k) with company match

PTO

Company defined holidays and two浮ing?

Job summary

Dometic in the United States is seeking a Product Technical Support Representative to provide timely technical assistance to customers by phone and other channels, diagnose issues, process returns, warranty evaluations, and support new product updates. This on-site role is based in Litchfield, IL.

You will work with the Customer Service team under the Senior Manager, build product knowledge around marine components, and help ensure high service levels while following established processes and

Qualifications

• Experience with combustion engine within the small engine (lawnmowers, etc.) and part catalogs.
• Previous technical and/or customer service experience.
• Knowledge of marine industry and/or marine components – factory service training a plus.
• Associates degree in technical/mechanical field preferred.
• Proficient in Microsoft Office-Word, Outlook, Excel.

Responsibilities

• Interact with customers to provide information and respond to inquiries about products and services.
• Gather customer’s information and determine the issue by evaluating symptoms and provide support for corrective action.
• Diagnose and resolve product issues
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with product information, changes and updates.

Skills

Technical experience

Customer service

Marine knowledge

Problem solving

Education

Associate degree in technical/mechanical field

Tools

Microsoft Office

Part catalog experience

Job description

Dometic in the United States is seeking a Product Technical Support Representative to provide timely technical assistance to customers by phone and other channels, diagnose issues, process returns, warranty evaluations, and support new product updates. This on-site role is based in Litchfield, IL.

You will work with the Customer Service team under the Senior Manager, build product knowledge around marine components, and help ensure high service levels while following established processes and