Factory Technical Representative - Americas

Seakeeper Inc•Philadelphia, PA

1d•Remote

About The Position

Seakeeper changes the way people spend their time on the water. As our Aftermarket Factory Technical Representative for the Americas, you’ll help to ensure our dealer network is equipped to provide unmatched installation and service support along with being our customers initial Seakeeper contact to help them troubleshoot common problems and provide answers and basic information to get them back up and running. You’ll receive direct outreach from our Dealers and provide front line support for their installation, commissioning, training, troubleshooting and technical needs. You’ll help us continue to build a best-in-class aftermarket network and assist our Dealers by answering customer and dealer inquiries, opening service cases, assisting dealers in generating quotes and service orders for spare parts, providing troubleshooting information, verifying and updating warranty information, editing and distributing service documents, providing technical product and systems assistance, providing elevated troubleshooting and dedicated technical support, supporting dealers with application and configuration, occasionally addressing end-user field issues and visiting vessels, leading on-site, hands-on, technical training, coordinating dealer participation of dedicated service coverage at major regional fishing tournaments, staying current and knowledgeable on new and existing product changes, providing feedback to the Field Engineering team, documenting key activities, and scheduling regional Dealer visits, trainings and service calls.

Requirements

Degree from a college or technical institute
2-3 years of related experience in the marine industry
A constant positive, professional, and customer-centric attitude
Proficiency with training and presentation tools, such as Microsoft Office
Self-motivated, professional, responsive, resourceful, and flexible
Strong verbal and written communication skills
Superior time management, multitasking, organizational and prioritization skills
Possess and maintain a valid driver’s license
Ability to obtain a passport, lift 70+ pounds, drive extended distances (periodically up to 8-12 hours, commonly 2-4 hours) and work on extended business trips including some nights and weekends
Ability to work in confined areas (such as engine rooms, equipment spaces, bilges on board various types of marine vessels) including climbing up/down ladders, stooping, bending, lying down and working in challenging conditions

Nice To Haves

Experience working with OEMs in a factory support role
Experience working with Seakeepers or other gyrostabilizers
NMEA and ABYC certifications
Customer and product support experience

Responsibilities

Answering customer and dealer inquiries (and sometimes complaints) by phone, email, and live chat in a timely and professional manner
Opening service cases, entering pertinent information, and providing timely follow-up
Assisting Seakeeper Dealers in generating quotes and service orders for spare parts
Providing troubleshooting information around Seakeeper operation, maintenance, and repair
Verifying and update current warranty information for Seakeeper owners
Editing and distributing service documents internally and externally
Providing technical product and systems assistance to Seakeeper Dealers
Providing elevated troubleshooting and dedicated technical support to Seakeeper Dealers
Supporting dealers with application and configuration, leveraging Seakeeper technical documentation to advise on electrical and plumbing arrangements
Occasionally addressing end-user field issues and visiting vessels in the field that require factory-level support for diagnosis, troubleshooting, documentation, or data collection
Leading on-site, hands-on, technical training to new and existing dealers on service, installation, new products and new product features that impact the installation requirements or serviceability of Seakeeper products to build competence and expertise throughout the dealer network
Coordinating dealer participation of dedicated service coverage at major regional fishing tournaments
Staying current and knowledgeable on new and existing product changes and attending internal on-site training in our Pennsylvania and Tampa facilities
Providing feedback to the Field Engineering team on reoccurring quality issues or processes that can drive continuous improvement in reliability, serviceability or ease of installation of Seakeeper products
Documenting key activities including warranty cases, commissioning cases, installation audits and sea trials
Scheduling regional Dealer visits, trainings and service calls and proactively communicate schedule to the Product Support Manager