Product Support Specialist

About the Role

Key Responsibilities

• Provide technical support and customer service to MerCruiser dealers, boat builders and consumers.
• Exercise independent judgement.
• Follow through and take ownership in resolving product issues.
• Maintain detailed telephone, fax, mail and email correspondence records from internal and external customers.
• Respond promptly to customer contacts via phone, fax, email and MercNET.
• Possess warranty privileges and approve/deny claims as necessary.
• Evaluate failures with product integrity/warranty ensuring consistency in warranty and customer relations adjustments.
• Assist with parts tear-down and inspection of failed components, to determine warranty eligibility.
• Create in-depth troubleshooting guides to assist dealers with diagnostics and troubleshooting.
• Provide support and assistance to field personnel, including occasional travel to assist dealers with field issues.
• Act as a member of a product team with the Service Product Manager to improve dissemination of product information.
• Act as an instructor for in-house product service training.
• Participate in special and ad hoc projects as needed.

Requirements

• Must consistently exercise discretion and judgment in resolving issues of significance to Mercury Marine.
• Must resolve complex issues to the satisfaction of multiple parties.
• Must develop creative ways to address and resolve internal and external issues.
• Strong communication skills.
• Must maintain respectful and professional interaction with various personality types in complex situations.
• Must recognize, document and communicate emerging product issues to engineering and product management.
• Desire to take ownership of projects and drive them to completion.
• Strong computer skills.
• Strong organizational skills.
• Must thrive in a fast paced, high pressure environment with little direct oversight.
• Strong work ethic.
• Strong desire to learn and improve.
• Graduate of Technical College preferred.
• Two to four years technical experience in the marine industry or related field.
• Experience servicing Mercury products.
• Agents are expected to become Mercury Certified Technicians in a timely manner; after 5 years of certification, eligible to take the Master Certification test.

Nice to Have

• Graduate of Technical College preferred.

Qualifications

• Graduate of Technical College (preferred).
• Two to four years technical experience in the marine industry or related field.
• Experience servicing Mercury products.
• Expected to become Mercury Certified Technicians in a timely manner.

Benefits & Perks

• Anticipated pay range of $61,400 - $98,600 annually, with actual base pay depending on qualifications and location.
• Eligible for an annual discretionary bonus.
• Comprehensive benefits including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), well-being program, product purchase discounts and more.