Consumer Support Specialist
$62,800–$90,500 year
HybridFond du Lac, Wisconsin, United States
Fond du Lac, Wisconsin, United StatesHybridFull Time$62,800–$90,500 yearSmall
Full TimeSmall
Job Summary
Provide technical support and customer service to consumers, dealers, and boat builders by responding promptly to inquiries via telephone, fax, email, and MercNET. Take ownership of customer complaints, evaluate product failures, and approve or deny warranty claims. Assist with parts tear-down and inspection to determine warranty eligibility, while recognizing and documenting emerging product issues for engineering review. Maintain detailed correspondence records and provide support to field service personnel, including occasional travel to assist dealers with field issues.
Required Qualifications
- Must consistently exercise discretion and independent judgment in resolving issues of significance
- Must resolve complex issues to the satisfaction of multiple parties
- Must develop creative ways to address and resolve internal and external issues
- Must maintain respectful and professional interaction with various personality types in complex situations
- Must 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 communication and organizational skills
- Must thrive in a fast paced, high pressure environment with little direct oversight
- Strong work ethic with the desire to learn and improve
- Must be able to lift 50 lbs
Desired Qualifications
- Graduate of Technical College is preferred
- Two or more years of technical experience in the marine industry or related field is preferred
- Experience servicing Mercury products is preferred
- Agents are expected, in a timely manner, to become Mercury Certified Technicians
- After 5 years of certification, agents are eligible to take the Master Certification test
- Agents are encouraged to take Green Belt training and become Lean Six Sigma certified, after completing two projects within one year
- Provide support to Mercury Marine field service personnel
- From time to time, agents will travel to assist dealers with field issues
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