Product Technical Support Representative

Dometic; Litchfield (IL); On-site; USD 42,000 - 62,000; 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浮

Job summary

Dometic is seeking a Product Technical Support Rep in Litchfield, Illinois, to provide timely responses to product issues by phone and other channels, process RGAs, perform warranty evaluations and manage claims, and assist with new product development and catalog updates.

You will gather customer information, diagnose issues, and stay updated on product changes, ensuring effective communication with clients and internal teams.

Qualifications

• Solid experience with combustion engines in the small engine category (lawnmowers, etc.).
• Previous technical and/or customer service experience.
• Knowledge of marine industry and/or marine components.
• Product service training is a plus.

Responsibilities

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer’s information and determine the issue by evaluating and analyzing the 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 elevate 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

Small engines experience

Customer service experience

Technical training

Marine knowledge

Education

Associates degree in technical/mechanical field

Tools

Microsoft Office

Job description

Dometic is a global market leader in the mobile living industry. Millions of people around the world use Dometic products in outdoor, residential, and professional applications.

Our Marine organization is a trusted provider of innovative solutions for the worldwide boating and boat building industry, and we recently expanded our scope to lead the boating industry into an electrified future. Dometic has won numerous NMMA Innovation Awards over the years and we are always striving for new ways to make boating easier, safer, and more enjoyable.

We are a journey of continuous growth – now looking for our next star – a passionate Product Technical Support Rep. This position reports to Customer Service Manager and will work in Litchfield, Illinois.

About The Position

As a Product Technical Support Rep in the Litchfield team, you will be involved in offering a timely response to product issues and offering resolutions over the phone and other means of communication, processing RGA’s, warranty evaluations and claims, assisting with new product development and catalog application updates.

Your Main Responsibilities

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer’s information and determine the issue by evaluating and analyzing the 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 elevate 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

What do we offer?

You are offered an interesting role in a dynamic, fast paced and global environment with great opportunities to grow and take on new challenges. The growth at Dometic is continuous – which gives you great possibilities to evolve with the company.

• Medical/Dental/Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401 (k) with company match
• PTO
• Company defined holidays and two floating holidays for you to use as you choose
• Paid maternity/paternity leave
• Tuition assistance
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact

A suitable background would be a

solid experience within Small Engines and Customer Support – as well as the following qualifications and experiences:

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

To be successful in this role, we believe that you possess the following skills, competencies & characteristics

• Critical thinking & problem-solving skills
• Excellent communication skills both written & verbal
• Detail orientated & ability to organize
• Self-starter
• Team player

Dometic's Core Values

To thrive and succeed in this role, you understand the importance of our core values – Together We build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.

Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us!

Dometic is proud to be an equal opportunity employer. Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.