Product Technical Support Representative

Dometic Corporation • Litchfield, IL

2d

About The Position

Dometic’s Marine organization provides solutions for the worldwide boating and boat-building industry and is expanding into electrification. The Product Technical Support Representative responds to customer issues and provides resolutions by phone and other communication channels. The position also processes RGAs, warranty evaluations and claims, and assists with new product development and catalog application updates. The role is based in Litchfield and reports to the Senior Customer Service Manager. The position offers work in a dynamic, fast-paced, global environment, with opportunities to grow and take on new challenges.

Requirements

• Experience with combustion engines in the small-engine category, such as lawnmowers, along with part catalog experience.
• Previous technical and/or customer service experience.
• Proficiency in Microsoft Office, including Word, Outlook, and Excel.
• Critical thinking and problem-solving skills.
• Excellent written and verbal communication skills.
• Attention to detail and ability to organize.
• Self-starter.
• Team player.

Nice To Haves

• Knowledge of the marine industry and/or marine components.
• Factory service training.
• Associate degree in a technical or mechanical field preferred.

Responsibilities

• Interact with customers and provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer information, evaluate and analyze symptoms, and determine the issue.
• Provide support for corrective action.
• Diagnose and resolve product issues.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues according to client specifications.
• Organize ideas and communicate oral messages appropriately for listeners and situations.
• Follow up and make scheduled customer callbacks when necessary.
• Stay current with product information, changes, and updates.
• Process RGAs, warranty evaluations, and claims.
• Assist with new product development and catalog application updates.

Benefits

• Medical, dental, and vision insurance.
• Employee Assistance Program (EAP).
• Short-term and long-term disability insurance.
• 401(k) with company match.
• Paid time off (PTO).
• Company-defined holidays and two floating holidays.
• Paid maternity and paternity leave.
• Tuition reimbursement.
• Membership reimbursement for a wholesale club and gym.
• Employee discounts on Dometic products.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed