Navico Group is a stand-alone division of Brunswick, the world’s largest recreational marine business. We are seeking a Technical Support Representative to join our team.
The technical support team creates a positive customer experience by assisting in customer retention via technical troubleshooting, product selection, and warranty repair / replacement.
This individual will contribute to the call center and ensure that all commitments to customers are met in a timely fashion.
This individual will be responsible for technical support for our consumer product lines.
Key Responsibilities :
- Drive positive consumer experience through technical support call center
- Answer product questions including features, benefits, installation, appropriate sizing of products, interaction with other products within the applications, etc.
- Execute call center documentation and processing
- Resolve customer questions, provide remote troubleshooting, responding to emails & voicemails.
- Assist in Development of FAQs and troubleshooting guides
- Review product training presentations
- Organize and document proven processes and procedures.
- Assist in reviewing manuals, technical bulletins, and technical marketing artwork to ensure positive customer experience and accuracy.
- Troubleshoot and diagnose using schematics, wiring diagrams, and assorted tools.
- Ensure timely processing and electronic capture of consumer & case information into Navico Group systems
- Assist consumers thru product replacement or repair programs
Education and Experience Requirements :
- 2+ years of experience in Electronics, marine installations, or RV electrical installations desired
- ABYC and / or NMEA certification a plus
- Prior experience in consumer technical support highly recommended
- FCC training / experience is a plus
- Experience in a receiving, warehouse, and / or inventory control distribution
- Practical experience and knowledge of AC and DC marine and RV electrical (wiring, wire termination, basic circuit analyze, use of DVM)
- Practical computer application literacy (including Microsoft Office Suite, ERP System, and ability to learn internal systems)
- Bilingual - proficient in Spanish would be desirable
Skill Requirements :
- Proven advanced troubleshooting skills and experience / ability to work through conflict and use effective problem solving techniques.
- Problem solving and analysis; interpersonal relations; verbal and written communications; organization
- Proven ability to read and interpret documents such as safety rules, schematics, operation and maintenance manuals in English
- Team player with good organizational skill and time management.
- Excellent presentation skills (writing, speaking & telephone)
- Excellent organizational, oral, and written communication skills to effectively communicate with the team and customers
- A positive, can-do attitude
- Teamwork and collaboration-oriented
- Professional poise and presence
- Determination and bias for action
- Personal accountability / ownership mentality
- Good judgment, respect for others, and integrity
- Strong ability to work with different types of people
About the Company :
Navico Group is the global leader in technology, systems and solutions for a variety of industries, from Marine & RV to Specialty Vehicles and beyond.
Our broad portfolio consists of the industry's leading brands in Power Systems, Digital Systems, Fishing Systems, and Performance Components including Ancor, Attwood, B&G, BEP, Blue Sea Systems, C-MAP, CZone, Garelick, Lenco, Lowrance, Marinco, MotorGuide, Mastervolt, ProMariner, RELiON, Simrad and Whale.
Our team is committed and driven, every day, to be the most trusted supply partner to the marine and mobile industries...and beyond.