Product Technical Support Representative

We are on a journey of continuous growth - now looking for our next star - a passionate Product Technical Support Representative. This position reports to the Senior Customer Service Manager and will work in Litchfield.

Technical Support Representatives are responsible for offering a timely response to customer issues and offering resolutions over the phone and other means of communication, processing RGA’s, warranty evaluations and claims, assisting with new product development and catalog application updates.

General Responsibilities:

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms and provide support for corrective action.
• Diagnose and resolve product issues
• Research required information using available resources
• Follow standard processes and procedures
• Identify and escalate priority issues per Client specifications
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with product information, changes and updates

The ideal candidate for this role will bring demonstrated success in (operational / engineering / manufacturing / etc.) Additionally, they will have acquired the following qualifications and experiences:

• Experience with combustion engine within the small engine (lawnmowers, etc.) along with part catalog experience
• Previous Technical and/or Customer Service experience
• Knowledge of marine industry and/or marine components - factory service training a plus
• Associates degree in technical/mechanical field preferred
• Proficient in Microsoft Office-Word, Outlook, Excel *

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

• Critical thinking & problem-solving skills
• Excellent communication skills both written & verbal
• Detail orientated & ability to organize
• Self-starter
• Team player

You are offered an interesting role in a dynamic, fast paced and global environment with great opportunities to grow, evolve with the company and take on new challenges.

• Medical / Dental / Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401(k) with company match
• PTO
• Company defined holidays and two floating holidays for you to use as you choose
• Paid maternity / paternity leave
• Tuition reimbursement
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact

Our Marine organization is a trusted provider of innovative solutions for the worldwide boating and boat building industry, and we recently expanded our scope to lead the boating industry into an electrified future. Dometic has won numerous NMMA Innovation Awards over the years, and we are always striving for new ways to make boating easier, safer, and more enjoyable., To thrive and succeed in this role, you understand the importance of our core values - Together We build our future, We play to win, We embrace change, and we walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.

Are you our next star? then we would love to see your application.

Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us!