Providing technical/service support for dealers, brokers, and retail customers
Assisting in service management, customer relations/satisfaction, warranty adjustments
Investigating, diagnosing and resolving service-related product malfunctions
Completing evaluations of dealers for service upgrades
Performing account management responsibilities including prospecting and dealer selection
Supporting OEM Boat-builder service as required
Providing in-field support for product liability lawsuits
Interacting with consumers to resolve product questions and issues
Participating in marketing events and special projects as required

Thorough knowledge of Mercury products
Thorough knowledge of large vessel systems, with focus on electrical systems
Full understanding of customer service philosophy and procedures of the company
Thorough knowledge of marine industry service management
Interpersonal skills necessary to deal with customers
Effectively plan, develop, execute strategies for product issue resolution, installation and integration
Excellent organization and planning skills
Willingness to travel (75%
90%)
Occasional multi-week travel events may be required
Ability to work independently, make accurate decisions and analyze risk
Excellent interpersonal skills, meticulous data gathering capabilities
Computer and technology skills, capitalizing on effective communication through digital media

Large Vessel Support Specialist

Key skills