Technical Support Representative

Premier Marine•Big Lake, MN

About The Position

Job Summary We’ve built a world class team and are looking for self-motivated individuals who understand the value of a strong work ethic, teamwork, and integrity in the workplace. At Premier Marine, we recognize that our success begins with our employees. In turn, it is our responsibility to support their development and help them achieve their full potential by creating rewarding career experiences. Essential Job Functions Proactively manage relationships to exceed customers’ expectations. Supports internal and external customer/dealers in diagnosing and solving technical issues. Working knowledge of electrical systems, fuel systems, and engines. Serve as an internal advocate for customers/Dealers. Document key processes and drive continuous improvements. Ensure customer questions and issues are brought to a timely resolution. Take on escalated customer issues that require more technical solutions. Support further development of issue tracking and coding for reporting purposes. Work with production, purchasing and engineering in meeting customer requests. Other tasks and duties as assigned. Provide phone coverage for our summer hotline (up to 4 weekends of which 1 will be a holiday weekend (Hotline operates from Memorial Day through Labor Day).

Requirements

The ability to be flexible and work in a rapidly changing environment is required.
Willingness to create a positive, energizing, and rewarding environments for all coworkers.
Interpersonal skills: adept at conflict resolution, and working in a collaborative environment, dialogue with others on issues, and openness to being influenced by others.
Ability to interact with diverse groups of management, co-workers, and subject matter experts.
Learning and knowledge sharing: open to new ideas; shares own knowledge; applies knowledge in daily work; builds partnerships for learning and knowledge sharing.
Aptitude for technology.
Fanatical devotion to serving customers with excellence.
Demonstrated analytical and problem-solving skills.
Pleasant demeanor and professionalism to all.
Excellent organizational skills and written/oral communication skills.
Customer-facing communication skills preferred.
Ability to apply good judgement and make critical decisions
Ability to work within and advance the Premier Marine Core Values:
Integrity: Navigating with a moral compass, doing the right thing every time.
Excellence: Relentless pursuit of exceptionalism, laser focus on continuous improvement.
Attitude: Contagious optimism that fuels a powerful can-do culture.
Collaboration: Leveraging collective innovation to achieve world-class results.
High School degree or equivalent required
Ability to sit and/or stand for long periods of time.
Ability to lift 50 pounds.
Ability to walk to indoor and outdoor locations of factory.
Travel as needed. (Approx. 10%)

Nice To Haves

AA degree in related disciplines preferred
Prior customer service experience required (will consider prior technical experience)
Marine Industry experience preferred
Experience as a service technician preferred
Experience in a Technical Support environment preferred
Customer-facing communication skills preferred.

Responsibilities

Proactively manage relationships to exceed customers’ expectations.
Supports internal and external customer/dealers in diagnosing and solving technical issues.
Working knowledge of electrical systems, fuel systems, and engines.
Serve as an internal advocate for customers/Dealers.
Document key processes and drive continuous improvements.
Ensure customer questions and issues are brought to a timely resolution.
Take on escalated customer issues that require more technical solutions.
Support further development of issue tracking and coding for reporting purposes.
Work with production, purchasing and engineering in meeting customer requests.
Other tasks and duties as assigned.
Provide phone coverage for our summer hotline (up to 4 weekends of which 1 will be a holiday weekend (Hotline operates from Memorial Day through Labor Day).