Technical Advisor II

About the role

This position provides timely and effective assistance to dealers and retail customers and specifically provides technical support and assistance.

Responsibilities

• Retrieve inbound phone calls from Automatic Call Distribution (ACD) that are offered from retail customers and Yamaha dealers.
• Document precisely, the required retail customer and dealer contacts, within the Yamaha Customer Relationship Management System (YCRMS).
• Evaluate retail customer and dealer requests for assistance and determine the type and amount of assistance to provide.
• Provide advice and assistance as requested from other call center staff.
• Afford assistance with the arbitration of dealer and retail customer complaints, including the authorization of goodwill assistance.
• Provide warranty authorizations and claim assistance to dealers.
• Develop and instruct training courses in the classroom and lab environment (i.e., delivery, testing, grading and reporting).
• Maintain safety and security of classroom, lab facilities and training aids / engine simulators.
• Carry out various administrative tasks or special assignments within the call center as needed.
• Provide technical support at boat shows, dealer meeting events, and other events, as required.
• Provide counsel to retail customers through assigned customer relation visits and Yamaha dealers through assigned technical visits.
• Perform a variety of basic tasks, including executing moderately complex projects and tasks.
• Demonstrate superior customer handling skills.
• Exhibit good business writing and typing skills.
• Occasionally travel will be required.

Requirements

• Associates degree (preferably in Marine Technology or Powersports Industry), or equivalent Marine/Powersports industry service certifications.
• Minimum 3 years experience as a Marine/powersports dealer consultant, field service representative or equivalent industry or related experience.
• Prior wholesale or distributor experience preferred.
• Retail experience helpful.

Qualifications

• None specified.

Skills

• Excellent customer handling skills.
• Proficiency with PC's.
• Good business writing and typing skills.

Benefits

• 401(k) and Profit Sharing.
• Fertility Benefits.
• Medical, Dental, Vision.
• Life and AD&D Insurance.
• Wellness Program.
• Short-Term Disability Coverage (for hourly roles).
• Long-Term Disability.
• Student Debt Repayment Benefits.

Pay

• Not specified.

Schedule

• 37.5 hour work-week.