Job Type Full-timeDescriptionDometic Marine's facility in Litchfield, IL is our main distribution center that manages the packaging and distribution of aftermarket marine and OPE industrial products. Product Tech 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. 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
RequirementsQualifications and experience:
- 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
Behavioral requirements:
- Critical thinking & problem-solving skills
- Excellent communication skills both written & verbal
- Detail orientated & ability to organize
- Self-starter
- Team player
Dometic overview: Dometic Group operates in the retail industry and manages the manufacturing, sales, and service of products for the outdoor market. The product range is broad and includes portable coolers, grills, air conditioning systems, tents, batteries, and solar energy solutions for mobile, outdoor lifestyles. The business is a global company and customers include retailers of outdoor products as well as consumers and manufacturers of vehicles and boats. The Dometic Group was founded in 2001 and is headquartered in Stockholm, Sweden.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! Dometic is proud to be an equal opportunity employer. Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.