Marine Technical Service Representative

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Position Summary:

The Marine Technical Service Representative is a highly capable, energetic individual who is responsible for guiding and assisting marine dealers worldwide in the diagnosis and repair of marine engines using CDI Electronics’ ignition products and diagnostic software.  The position requires good written and verbal communication skills, as most assistance is provided over the telephone. As an instrumental team member, he or she will work closely with customers to resolve product performance issues, increase customer satisfaction and generate product sales.

Required Skills:

  • Aptitude and experience in diagnosing and repairing internal combustion engines. Previous experience in marine outboard and inboard engines is an important consideration
  • Aptitude and experience in accepting and processing technical service support calls
  • Process RMAs (Return Material Authorizations) using company ERP systems when applicable
  • Assist Customer Service in answering and processing calls/inquiries as necessary
  • Handle quality or technical concerns, complaints, and inquiries that are escalated by Customer Service Representatives
  • Written and computer skills to record call records in company CRM software tools
  • Successfully monitor and audit call quality and reporting
  • Look for trends and make recommendations based on data collected for quality improvements and new product offerings
  • Assist Engineering department in the testing and evaluation of new products
  • Assist Engineering department in the diagnosis of product field failures
  • Assist in the development and improvement of product training materials
  • Assist in teaching product training classes as necessary
  • Provide technical support at sales functions, trade shows, dealer training seminars and other activities as required
  • Assist production with quality issues, processing of returns, repairs and warranties
  • Develop and update installation and troubleshooting documents for electronics ignition systems
  • Support Quality department with ISO documentation, implementation and ongoing maintenance as required
  • Other duties as assigned

Required Personal Skills:

  • Highly organized team player who can take initiative and work within department priorities
  • Entrepreneurial, customer-focused, self-motivated
  • Eager to go the extra mile and think outside the box
  • Exceptional verbal and written skills
  • Quick thinker confident in their decision-making ability
  • Able to adhere to deadlines
  • Intermediate skills in MS Office (PowerPoint, Outlood, Word, Excel) and CRM (Customer Relationship Management) software
  • Must be able to sit or stand for extended periods of time, lift up to 40lbs. and perform other basic physical demands of the position as needed

Preferred Skills:

  • 1-5 years of mechanical and electrical engine experience, in particular experience with electronic ignition systems, alternators and related components
  • 2-5 years of call center management experience specifically focused on operations and quality
  • Computer skills using ERP/MRP system in a manufacturing environment
  • A track record of creating innovative ways to improve quality of service
  • Ability to travel to trade shows and conferences across North America during the fall each year

Education:

  • High school diploma required
  • Associate’s degree or equivalent years of experience preferred

Quality:

  • Meet or exceed company standards for productivity
  • Initiate action to prevent the occurrence of products, process or quality system nonconformance
  • Identify and record any problems relating to the product, process or quality system
  • Strive to develop and implement continuous improvement into all product, process or quality system

Safety:

  • Maintain a clean, neat and orderly work area using the principles of 5S
  • Assist in maintaining the security of company property
  • Conduct operations in a manner that promotes safety
  • Comply with OSHA and MSDS standards

About CDI Electronics

Headquartered in Huntsville, AL, CDI is the largest US manufacturer of outboard ignition systems and the innovative creators of the Marine Engine Diagnostic System. Through its comprehensive product offering and high quality ignition components, CDI is regarded as the industry experts in marine ignition systems. 

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