Customer Support Technician

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)

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.