Position Summary

The Product Support Specialist’s main role is to act as the primary technical point of contact for Mercury Marine dealers and boat builders. The Product Support Specialist is expected to respond promptly and consistently to product and warranty issues while providing the highest level of technical and customer support. The location of this position is hybrid in nature - primarily remote work with periodic travel to the main office in Fond du Lac, WI or other locations as required.

Primary Duties and Responsibilities

• Provide customers, dealers, and boat builders with technical, diagnostic, repair, and parts support
• Aid dealer technicians with root cause failure diagnostics
• Evaluate product failures to ensure consistency in warranty and customer relations adjustments
• Provide customers, dealers, and boat builders with product warranty support
• Respond promptly to all telephone, email, MercNET, and fax inquiries
• Take ownership of all inquiries and follow them through to resolution
• Maintain detailed records of internal and external communication
• Provide support for Mercury Field Service personnel
• Provide backup support for Mercury’s Consumer Support Team when needed
• Assist with training for Mercury personnel as needed
• Participate in or lead product improvement, business improvement, or Lean Six Sigma projects
• Participate in offsite repairs independently or in conjunction with field service, engineering, or product management personnel
• Rework, repair, or test various products, including engines, engine accessories, drives, gear case assemblies, transmissions, and electrical components and accessories,
• Achieve and maintain technical certification
• Exercise independent judgment
• Participate in special and ad hoc projects as needed

Knowledge, Skill, and Ability Requirements

• Working knowledge of and the ability to diagnose and repair four stroke engines
• Working knowledge of and the ability to diagnose and repair fuel delivery, electrical, cooling, and hydraulic systems
• Working knowledge of and the ability to diagnose and repair 5 volt sensor and 12 volt main electrical circuits
• Working knowledge of CAN data systems and use of diagnostic tools
• Working knowledge of Mercury Marine policies and procedures
• Able to consistently exercise discretion and judgment in resolving issues of significance to Mercury Marine
• Able to resolve complex issues to the satisfaction of multiple parties
• Able to develop creative ways to address and resolve internal and external issues
• Strong communication and organizational skills
• Able to maintain respectful and professional interaction with various personality types in complex situations
• Able to recognize, document, and communicate emerging product issues to engineering and product management for review and possible action
• Desire to take ownership of projects and drive them to completion
• Strong computer skills
• Able to thrive in a fast-paced, high-pressure environment with little direct oversight
• Strong work ethic
• Strong desire to learn and improve

Education and Experience

• Graduate of technical college is preferred
• Two to four years of technical experience in the marine industry or related mechanical repair field is required
• Experience servicing Mercury products

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location

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