Technical Engineer - Large Boat

About the role

Position Overview: As a Large Boat Technical Engineer, you’ll be the critical link between Boston Whaler, our dealers, and our customers—stepping in when questions turn into challenges and problems demand real solutions.

Responsibilities

• Serve as a primary technical resource for Boston Whaler boats 28’ and larger, providing expert guidance to dealers and customers.
• Take full ownership of reported issues, driving them through investigation, resolution, documentation, and follow-up.
• Research, diagnosis, and troubleshoot complex technical and operational concerns, identifying root causes and effective solutions.
• Provide prompt, accurate, and clear communication to customers and dealers throughout the resolution process.
• Ensure all cases are properly documented, tracked, and formally closed in company systems.
• Act as a subject-matter expert and reference point for Customer Service, Warranty Shop, and internal teams when resolving complex cases.
• Create and deliver product, accessories, and consumer-facing support materials to aid dealers and customers.
• Identify and report recurring issues and recommend system, process, or product improvements to enhance performance and customer experience.
• Follow established escalation protocols, collaborating with internal teams (COE, Legal, Warranty, Engineering, and Operations) as needed.
• Partner with the Legal team to support pending matters, including documentation and case updates.
• Attend departmental and cross-functional meetings to ensure alignment and open communication with external partners.
• Maintain accurate customer files and case records.
• Authorize dealer repairs and place purchase orders as required to support warranty resolutions.
• Process warranty claims accurately and in a timely manner.
• Act as point of contact for inbound shipments, ensuring proper handling and disposition.
• Support boat movement and logistics as business needs arise.
• Work independently at off-site locations—including dealers, boats, and events—adapting quickly to evolving challenges.
• Travel as needed to resolve complex cases in person and, when required, represent Boston Whaler in surveys or legal proceedings.

Qualifications

• Bachelor’s degree in engineering (Mechanical, Marine, Electrical, Systems, or related technical discipline), or equivalent combination of education and directly applicable experience.
• Strong professional written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Proven ability to analyze complex problems, evaluate multiple data sources, and make sound, defensible decisions.
• High level of organizational and time-management skills, with the ability to manage multiple priorities simultaneously.
• Demonstrated ability to work cross-functionally, collaborating effectively with Engineering, Warranty, Legal, Operations, and Customer Service teams.
• Proficiency in Microsoft Office tools (Word, Excel, Outlook).
• Self-directed, proactive professional capable of working independently with minimal supervision.

Preferred Qualifications

• Experience in marine, automotive, aerospace, heavy equipment, or complex mechanical systems environments.
• Prior customer-facing or field-based technical support experience.
• Familiarity with marine systems, structural components, electrical systems, propulsion, or fluid systems.
• Knowledge of Boston Whaler products or premium boat manufacturing is a strong plus.
• Experience with multiplexing/digital switching, telematics, and marine electronics desirable.
• Working knowledge of case management or CRM systems (Salesforce or similar preferred).
• Experience reviewing supplier quality, specifications, or component performance and driving corrective actions.
• Exposure to warranty analysis, failure investigation, or root-cause analysis methodologies.
• Familiarity with marine regulations or industry standards (ABYC, NMMA, ISO).
• Comfort reviewing technical drawings, schematics, or service documentation.

Physical Requirements and Activities

• Ability to wear required Personal Protective Equipment (PPE), including respirators, gloves, aprons, and chemical-resistant suits.
• Ability to safely lift up to 50 lbs independently; team lifting required for heavier items.
• Comfortable working in non-climate-controlled environments, with ambient temperatures ranging from approximately 60°F to over 100°F.
• Ability to perform physical tasks such as climbing, balancing, stooping, lifting, and working in confined spaces.
• Capable of using hands and arms to handle, install, manipulate, and inspect materials and components.
• Ability to operate machinery or tools and troubleshoot mechanical or material issues.
• Comfortable working in a fast-paced, problem-driven environment where priorities may shift.