Customer Support Representative

Customer Support Representative

With over 25 years of dedicated service, Laborde Products stands at the forefront of marine engine distribution, committed to delivering excellence across the Southeast, up through the Great Lakes, and along the East Coast. Headquartered in Covington, LA and with branches in Deer Park, TX and Paducah, KY, we are your trusted partner in marine propulsion, featuring top brands like Mitsubishi, Steyr Motors, Yanmar and Scania Marine. We are currently seeking a Customer Support Representative.

Customer Support Representative supports customers throughout the engine commissioning, service coordination, and maintenance planning process with a focus on responsiveness, communication, and overall customer experience. This role is responsible for ensuring customers receive timely technical support, accurate information, and proactive follow-up throughout the lifecycle of their equipment. The Customer Support Representative is responsible for building strong customer relationships, supporting cross-functional coordination, and maintaining consistent communication between customers and internal departments. This role requires someone who takes ownership of customer needs, responds with urgency, and proactively identifies opportunities to improve service support and long-term customer success.

Success in this role requires strong communication skills, attention to detail, technical aptitude, and a commitment to delivering a high-quality customer experience.

In this role, you will:

• Support engine commissioning activities from startup through completion.
• Provide timely and accurate guidance related to piping, exhaust, wiring, and ancillary systems during engine installations.
• Assist customers and internal teams with troubleshooting installation and startup issues.
• Conduct customer presentations and walkthroughs related to installation procedures, maintenance requirements, and proper engine operation.
• Serve as a primary point of contact for customer communication related to service coordination and commissioning activities.
• Coordinate scheduling, service updates, and communication between customers and internal departments.
• Route technical issues and customer concerns to the appropriate internal teams to ensure timely resolution.
• Maintain strong customer relationships through proactive communication and responsiveness.
• Support customers with maintenance planning and service interval tracking.
• Monitor engine hours and maintenance schedules to help reduce unplanned downtime.
• Assist customers with long-term service planning and equipment lifecycle support.
• Act as a liaison between Sales, Service, Parts, Engineering, and Operations to ensure alignment throughout the customer support process.
• Collaborate with internal teams to improve communication, coordination, and customer support processes.
• Identify recurring customer issues and provide feedback to support process improvements and operational efficiency.
• Document customer calls, meetings, site visits, and activity within CRM systems.
• Participate in ongoing product, technical, and industry training.
• Prepare quotes for maintenance, overhaul, and service-related work.
• Provide customers with pricing and availability information for filters, belts, gaskets, and related components.
• Communicate parts lead times and coordinate support for maintenance-related requests.
• Recommend preventative maintenance items, inspections, and service opportunities based on customer equipment and operating conditions.
• Promote oil sampling, coolant sampling, inspections, and vessel surveys when appropriate.
• Support customers with identifying opportunities to improve equipment reliability and uptime.
• Support high-priority customers through consistent communication and follow-up.
• Monitor customer equipment activity and maintain accurate records of service history and operational information.
• Maintain vessel and engine profiles including serial numbers, engine hours, and service history records.
• Identify repower, upgrade, and service opportunities and communicate them to Sales teams.
• Provide customer and field feedback to support future sales opportunities and operational improvements.
• Support the promotion and coordination of engine monitoring systems and related customer education initiatives.

Qualifications we are looking for:

Education: High school diploma or equivalent required; Maritime academy graduate or technical degree from a trade school preferred.

Experience: Required minimum 2 years of industrial, engine, marine, or mechanical experience. Minimum 1 year of customer support, technical support, or customer-facing experience. Ability to communicate technical information clearly to both technical and non-technical audiences. Strong organizational skills with the ability to manage multiple priorities and customer needs simultaneously. Strong problem-solving skills and ability to respond to issues with urgency and professionalism.

Preferred experience supporting marine engine installations or commissioning activities. Experience working with customers in a field service or industrial environment. Experience using CRM systems or service management software. Experience supporting preventative maintenance planning or service coordination activities.

Licenses/Certifications: Valid driver's license with clean driving record.

Skills you will need: High energy with a positive attitude. Strong work ethic and customer-focused mindset. Ability to communicate technical and complex information clearly both verbally and in writing. Well-developed interpersonal and organizational skills. Ability to work well individually and across departments with diverse personalities. Strong time management, problem-solving, and attention to detail. Willing to face complex issues head on and work through challenges to build a stronger organization. Participative team mentality. Works cross-functionally to support company goals and customer success.

What you can expect:

• This position operates in both an office and industrial environment.
• Regularly works around mechanical equipment and may be exposed to high noise levels at times.
• Frequently required to stand, walk, stoop, kneel, crawl, and climb ladders.
• Required to lift and/or move objects weighing up to 50 lbs.
• This position requires frequent travel to customers' offices, vessels, and/or shipyards.

Work Schedule and Benefits:

• Standard office hours are Monday - Friday from 7am - 5pm, with flexibility required based on customer needs, commissioning schedules, and operational demands
• Competitive Wages and Annual Bonuses
• Medical, Dental, and Vision Insurance
• Life Insurance
• 401k plans with company match
• Paid Time Off and Company Paid Holidays

At Laborde Products, we are committed to the success of our company and fellow team members. We do that through teamwork and completing every task with the highest level of honesty, integrity and enthusiasm.

We value equal opportunity employment and are committed to hiring individuals regardless of race, color, religion, sex, sexual orientation, national origin, disability, age, veteran status or any other protected group.

If you share our same values and are interested in joining a dynamic team, we invite you to submit your resume today. Let's grow together! Applications are accepted only when hiring for open positions. Applications that do not satisfy the minimum qualifications for the position applied for will not be considered. Incomplete and falsified applications also will be disqualified from consideration. Laborde Products does not sponsor visas.