Customer Service / Tech Service Rep

This position will have similar but diverse responsibilities with the Customer Service Department throughout the year.

During the boating season (~April – September), this position is responsible for handling day-to-day requests for technical and general assistance via telephone, email, and warranty claims. This position will also be responsible for processing warranty claims, parts orders, continuous improvement projects, information sharing, and communication improvements to maximize product satisfaction and customer relations. Will also create weekly and monthly Customer Service reports.

During the off-season (October – March), this position will develop technical communications in the form of documents, pictures, and videos as needed. Communications will be posted online & available to dealers for servicing boats efficiently. Will also create weekly and monthly Customer Service reports.

Travel: this position will occasionally involve travel to: 1) assist dealers with troubleshooting issues and 2) visit dealers for dealer support and training service personnel on computer applications and service techniques. Travel may be on short notice in order to help get customer boats repaired quickly.

Marketing / Sales Assistance: This position assists with photo shoots, competitions, and other events as requested.

Required skills/ attributes:

• Desire and ability to effectively communicate technical assistance and warranty policy utilizing well-mannered phone etiquette and writing skills.

• Desire and ability to help customers solve performance issues.

• Possess knowledge or willing to learn and develop positive customer experience techniques.

• Desire and ability to continually build positive relationships with customers.

• Ability to successfully handle emotionally charged situations

• Ability to apply knowledge to new or different situations.

• Desire and ability to troubleshoot boat performance issues with dealers.

• Ability to analyze data and create useful information for CS and customers.

• Proficient with MS Office software.

• Technical knowledge of wakeboard boat operation and repair.

• Ability to troubleshoot electrical problems using wiring diagrams.

• 1+ year marine repair or diverse boat production experience.

Other skills helpful but not required:

• Experience with direct customer interaction

• Mechanically inclined

• CAD software

• Experience with Dealer’s Circle online software

• Experience with Macola software

If interested, please send your resume to [email protected]

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