Product Support Representative

Job Description

Job Description

Position Summary

The Dealer Technical Support Specialist serves as the primary liaison between the factory and our dealer service network. This role assists dealers with troubleshooting product issues, answering technical questions, determining warranty coverage, reviewing warranty claims, and authorizing repairs in accordance with company guidelines. The ideal candidate will have strong mechanical aptitude, excellent communication skills, and a customer-focused approach. Marine industry experience is preferred but not required, as training will be provided for the right candidate.

Essential Duties and Responsibilities

• Respond to technical inquiries from authorized dealers via phone, email, and other communication channels.
• Provide troubleshooting assistance for mechanical, electrical, structural, and systems-related issues on company products.
• Review and evaluate warranty claims for accuracy, completeness, and compliance with warranty guidelines.
• Approve, deny, or request additional information regarding warranty claims based on established policies.
• Interpret and communicate warranty coverage, procedures, and policy decisions to dealers.
• Assist dealers in identifying root causes of product concerns and developing appropriate repair plans.
• Document technical support interactions and warranty decisions within company systems.
• Coordinate with Engineering, Production, Quality Assurance, and Customer Service departments to resolve complex issues.
• Maintain a working knowledge of product changes, manufacturing processes, service bulletins, and technical updates.
• Support the development and distribution of technical communications to dealers, including repair procedures, service bulletins, and product updates.
• Monitor recurring issues and provide feedback to internal teams to support continuous product improvement.
• Assist with dealer training initiatives and technical education programs as needed.
• Maintain a high level of customer service while supporting dealer satisfaction and protecting company interests.

Qualifications

Education and Experience

• Strong mechanical aptitude and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to learn technical product information and warranty procedures.
• Proficiency with Microsoft Office and basic computer applications.
• Strong organizational skills and attention to detail.

Knowledge, Skills, and Abilities

• Strong understanding of boat construction, marine systems, electrical systems, rigging, and troubleshooting practices.
• Knowledge of warranty administration and claims processing.
• Ability to read and interpret technical drawings, service manuals, and manufacturing documentation.
• Excellent problem-solving and diagnostic skills.
• Strong written and verbal communication abilities.
• Proficiency with Microsoft Office applications and warranty/service management systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to work independently and collaboratively with cross-functional teams.

Training Opportunity

We are willing to train the right candidate who possesses strong mechanical aptitude, a positive attitude, and a willingness to learn. Candidates with experience in technical trades, automotive repair, marine service, manufacturing, or similar hands-on industries are encouraged to apply. Comprehensive training will be provided on our products, systems, troubleshooting procedures, and warranty policies.

Physical Requirements

• Ability to sit for extended periods while working on a computer and communicating with dealers.
• Ability to occasionally inspect boats, components, and manufacturing processes in a production environment.
• Ability to lift up to 25 pounds occasionally.

Preferred Qualifications

• Experience in the marine, automotive, RV, powersports, manufacturing, or service industry.
• ABYC certification or related marine certifications.
• Experience with fiberglass repair, marine electrical systems, or outboard-powered boats.
• Prior experience supporting dealer networks or field service operations.
• Experience troubleshooting mechanical, electrical, or systems-related issues.
• Knowledge of warranty administration or dealer support processes.