Job Information
Ilmor Engineering Inc. Marine Technical Service Representative in Plymouth, Michigan
Ilmor Engineering provides design, development, testing, and manufacturing of performance engines and parts for major manufacturers and racing teams throughout the world. Our clients include automotive, marine, IndyCar, ARCA, among others. All of our high-performance engines and components are precision engineered to the highest standards—utilizing the latest manufacturing technologies and quality systems.
At Ilmor, we offer engineering and support services from clean sheet to completed project. Our team utilizes their expertise and ingenuity to create innovative original concepts or provide creative solutions to existing high-performance designs
Summary:
The Marine Technical Service Representative or CXT (Customer Experience) Representative is responsible for delivering exceptional customer service to our marine customers, including dealers, OEMs, and end users. This position will also handle service calls and efficiently process warranty claims daily. Additionally, you will play a crucial part in ensuring that all manuals and dealer documentation are kept up to date, while also maintaining and updating our online CRM system with the latest technical documentation.
This position is required to be in-office at our Plymouth, MI facility.
Customer Support
Serve as the first point of contact for dealers, OEMs, and end users, assisting them with engine diagnostics through various channels such as Pit Lane, email, and phone
Review and approve warranty claims submitted by dealers, ensuring an accurate assessment of labor, parts, and freight
Respond promptly to emails and phone calls from dealers, end users, and OEMs, addressing their inquiries and concerns
Continuously improve the Pit Lane support process to enhance efficiency and customer satisfaction
Monitor and report on warranty trends weekly, monthly, and quarterly, identifying areas for improvement
Conduct analysis and tracking of returned parts failures
Collaborate with engineering and operations teams to write service bulletins and develop technical documentation to support installation technicians
Provide support and contribute to the development of service school training curriculum
Provide comprehensive support to OEM by assisting with new boat engine/drive installation and conducting thorough Postproduction Inspections (PPI) on engines, drives, and software.
Onsite Field Support
Deliver hands-on, time-critical troubleshooting and support for Ilmor Marine products at dealerships and OEM manufacturing facilities
Offer remote-site warranty support as needed
Assist with new boat testing, product installation, and on-water testing, ensuring optimal performance and customer satisfaction
Support dealers and end users with boat operation, providing guidance and technical assistance
Required Qualifications:
High School Diploma or equivalent; Associate's or Bachelor's degree preferred
2+ years of experience working with internal combustion engines, either professionally or as a hobby
2+ years of boating experience
Proficiency in Microsoft Office products, including Word, Excel, and Outlook
1+ years of experience in a customer service role
Excellent written and verbal communication skills
Ability to travel domestically, often with very limited advanced notice.
Skills & Abilities
Strong functional knowledge of the marine industry and powertrain engines
Ability to work independently while maintaining a positive and empathetic attitude
Effective time management skills to prioritize tasks and meet customer needs
Critical thinking abilities to identify and evaluate alternative solutions to problems
Problem sensitivity to recognize and address customer concerns
Physical stamina to lift and move up to 50 pounds, with good visual perception and manual dexterity
Flexibility to adapt to different work environments, occasionally exposed to mechanical parts, chemicals, and noise
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