Customer Experience Representative - Marine Industry

Summary

The Customer Experience Representative is responsible for delivering exceptional customer service to our marine customers, including dealers, OEMs, and end users.

This position will also handle service calls and efficiently process warranty claims daily. Additionally, you will play a crucial part in ensuring that all manuals and dealer documentation are kept up to date, while also maintaining and updating our online CRM system with the latest technical documentation.

Essential Job Functions :

Customer Support

• Serve as the first point of contact for dealers, OEMs, and end users, assisting them with engine diagnostics through various channels such as email, and phone
• Review and approve warranty claims submitted by dealers, ensuring an accurate assessment of labor, parts, and freight
• Respond promptly to emails and phone calls from dealers, end users, and OEMs, addressing their inquiries and concerns
• Continuously improve the support process to enhance efficiency and customer satisfaction
• Monitor and report on warranty trends weekly, monthly, and quarterly, identifying areas for improvement
• Conduct analysis and tracking of returned parts failures
• Collaborate with engineering and operations teams to write service bulletins and develop technical documentation to support installation technicians
• Provide support and contribute to the development of service school training curriculum
• Provide comprehensive support to OEM by assisting with new boat engine / drive installation and conducting thorough Postproduction Inspections (PPI) on engines, drives, and software.

Onsite Field Support

• Deliver hands-on, time-critical troubleshooting and support for products at dealerships and OEM manufacturing facilities
• Offer remote-site warranty support as needed
• Assist with new boat testing, product installation, and on-water testing, ensuring optimal performance and customer satisfaction
• Support dealers and end users with boat operation, providing guidance and technical assistance

Required Qualifications :

• High School Diploma or equivalent; Bachelor's degree preferred
• 2+ years of experience working with internal combustion engines, either professionally or as a hobby
• 2+ years of boating experience
• Proficiency in Microsoft Office products, including Word, Excel, and Outlook
• 1+ years of experience in a customer-service role
• Excellent written and verbal communication skills
• Ability to travel domestically, often with very limited advanced notice

Skills & Abilities

• Strong functional knowledge of the marine industry and powertrain engines
• Ability to work independently while maintaining a positive and empathetic attitude
• Effective time management skills to prioritize tasks and meet customer needs
• Critical thinking abilities to identify and evaluate alternative solutions to problems
• Problem sensitivity to recognize and address customer concerns
• Physical stamina to lift and move up to 50 pounds, with good visual perception and manual dexterity
• Flexibility to adapt to different work environments, occasionally exposed to mechanical parts, chemicals, and noise

Next Steps

Tom Cassidy, Jr.

Senior Recreational Marine Industry Recruiter