Customer Support Specialist (ERP Experience Required!)
About The Position
The world’s largest recreational marine company with a portfolio of iconic brands like Sea Ray, Boston Whaler, and Mercury is seeking a Technical Support Representative to join their team on a hybrid capacity. This role will support the world's largest recreational marine business. 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.
Requirements
- at least 2 years in a manufacturing order entry/customer service or technical capacity
- heavy microsoft Excel experience
- able to work hybrid and commute to Lowell, MI
- SAP or Oracle is a MUST
- Customer support
- Call center
- Customer service
Nice To Haves
- marine or RV experience
- ASE Electronics/Electrical Systems A6 Certification OR MEI - Marine Electronics Certification
Responsibilities
- Drive positive consumer experience through technical support via phone & email
- 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 and 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.
- Assist consumers thru product replacement or repair programs
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
