Marine Technical Service Representative

[Note, this position could be based in Plymouth, MI or in Mooresville, NC]

Ilmor Engineering provides design, development, testing, and manufacturing of performance engines and parts for major manufacturers and racing teams throughout the world. Our clients include automotive, marine, IndyCar, ARCA, NASCAR, among others.

All our high-performance engines and components are precision engineered to the highest standards—utilizing the latest manufacturing technologies and quality systems.

At Ilmor, we offer engineering and support services from a clean sheet to the completed project. Our team utilizes their expertise and ingenuity to create innovative original concepts or provide creative solutions to existing high-performance designs.

Position Summary

The Marine Technical Service Representative / CXT Representative will provide technical support to all marine customers including dealers, OEMs, and end users. Taking service calls and approving warranty claims will be part of the employee’s daily responsibility. The Marine Technical Service Representative / CXT Representative will also be responsible for ensuring all manuals and dealer documentation is up to date and updating our online CRM system for any technical documentation.

Essential Job Functions

• Assist dealers, OEMs, and end users with engine diagnostics using our Warranty system, email, and phones
• Review and approve dealer submitted warranty claim labor, parts, and freight
• Return emails and phone calls to dealers, end users and OEMs
• Warranty system process improvements
• Weekly, Monthly and Quarterly warranty trend monitoring and reporting
• Returned parts failure analysis and tracking
• Write service bulletins (gather engineering & operation support as required)
• Writing technical documentation (work steps) to support the installation technicians
• Service school training & curriculum development support

Onsite Field Support

• On-site technical support at dealers and OEM manufacturing facilities
• Providing hands-on time-critical troubleshooting and support for Ilmor Marine product
• Remote-site warranty support
• New boat testing & support
• Assist with boat operation, product installation, and on-water testing
• Other duties as required

Qualifications

• High school diploma or equivalent. (Associate's or Bachelor’s degree preferred)
• 2+ years of experience working with internal combustion engines, either professionally or as a hobby
• 2+ years of boating experience
• 2+ years’ experience utilizing Microsoft Office products, including Word, Excel and Outlook
• 1+ years of experience working in a customer-service role
• Able to travel domestically, often with very limited advanced notice

Skills & Abilities 

• Functional knowledge of the marine industry and powertrain engine
• Exceptional communication skills, both written and verbal
• Ability to work independently
• Consistently upbeat, empathetic, and reliable
• Time Management — Managing one's own time and the time of others.

Nuts & Bolts

• Benefits: Medical, Dental, Vision, 401k
• Uniforms & logowear: Provided
• On-water safety gear: Provided
• Training: Provided & ongoing
• All tools provided
• Shoe Reimbursement Program
• Prescription Safety Glasses Reimbursement Program