Dealer Service Rep

Job Description

Job Description

Position Overview:

Serves as the primary point of contact for our network of authorized marine dealers. Provide exceptional support to dealers who sell, install, and service our marine generator sets and related power systems. Help dealers resolve issues efficiently, ensure smooth operations, maintain high satisfaction levels, and contribute to strong, long-term partnerships that drive mutual success in the marine industry.

Principal Duties and Responsibilities (Essential Functions) :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Act as the main liaison between the company and marine dealers, responding promptly to inquiries via phone, email, and dealer portal systems.
• Provide technical and operational support on marine generator and propulsion engine products, including troubleshooting guidance, parts identification, and installation/service recommendations (escalating complex technical issues to engineering or field service teams as needed).
• Process and track dealer orders for parts, accessories, warranty components, and service literature; coordinate with internal teams (parts, service, engineering) to ensure timely fulfillment and communication of status updates.
• Assist dealers with product knowledge, training resources, marketing materials, promotional programs, and dealer stocking requirements to help them grow their marine generator business.
• Monitor dealer performance metrics (e.g., parts orders, customer satisfaction feedback) and proactively reach out to address concerns or identify opportunities for improvement.
• Document all interactions in the EQM system, maintain accurate records, and contribute to continuous improvement of dealer support processes.
• Stay current on product updates, industry trends (e.g., emissions regulations, new models), and competitor offerings to better advise dealers.
• Collaborate with parts, sales, service, and engineering teams to relay dealer feedback and help shape product/service enhancements.

Qualifications & Skills:

• High school diploma or equivalent required; associate's or bachelor's degree in business, or related field preferred.
• 2+ years of customer service experience, preferably in a B2B environment (e.g., dealer support, wholesale/distribution, or technical product support).
• Experience in marine industry, power generation, generators, diesel engines, boating, or related fields is highly desirable.
• Strong understanding of customer/dealer relationship management and ability to build rapport with business professionals.
• Excellent communication skills (verbal and written) with the ability to explain technical concepts clearly to non-technical dealer staff.
• Proficient in Microsoft Office Suite; experience with CRM systems (e.g., Salesforce), ERP/order management software, or warranty portals a plus.
• Detail-oriented with strong problem-solving and organizational skills; able to manage multiple priorities in a fast-paced environment.
• Ability to work independently while collaborating across departments.
• Other duties as assigned.

Preferred Skills:

• Familiarity with marine generator and propulsion brands/models, common issues (e.g., cooling systems, electrical integration on vessels), or warranty processes.
• Knowledge of marine regulations, ABYC standards, or boating applications.
• Previous experience supporting dealers or distributors in equipment/power systems industries.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk and hear. This position is active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing. The employee must be able to lift up to 50 lbs. and stand for extended periods in a warehouse setting. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

EEO Statement:

Northern Lights, Inc. and the Northern Lights, Inc. Family of Companies, provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.