Spec, Dealer Tech Support
Suzuki Marine USA, LLC
Tampa, FL 33635
Promptly answer incoming telephone calls and reply to any messages in a professional manner in effort to lead SMAI Marine technicians/Suzuki personnel through the proper diagnosis, troubleshooting, and repair of customers vehicles.
From those calls/messages in the above task, input (open) detailed Hotline Reports into SMAI's Siebel database. This task may also require working in the service shop to research/validate the engine concern.
Promptly follow-up/close opened reports with detailed information. Maintain an average of less than 10 calendar days to close hotline reports.
Assess new ECM and BCM software releases for effectiveness and correction of stated countermeasures.
Ship and track countermeasure parts sent to SMAI Marine dealers and follow-up on their effectiveness.
Assist SMAI Compliance Department in S (Safety) Case technical support.
Occasional travel with supplier engineers when SMAI input and assistance is requested. This may include overnight stays and extended days away from home.
Evaluate warranty data and review technical cases for potential FTIR's on unusual and high frequency claims/components. FTIR’s may include unusual / high frequency component failures and dissatisfied customers.
Assist SMAI Parts Department, Warranty Department and Customer Relations Department when questions arise about parts application, identification and correct usage.
Implement new policies or Service Programs throughout the dealer network as directed from the Home Office
Identify and advise immediate supervisor of any new concerns that are reported to the hotline.
Perform special projects as assigned by the supervisor.
Preferred Qualifications
Post-secondary education with emphasis on Marine Technology and Business Management
Major manufacturer’s formal training/certification