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:

　　As a Customer Service Representative - Marine Electric Outboard Specialist, will play a crucial role in providing top customer support, technical assistance, and product knowledge to our customers. This position requires a strong understanding of marine electric outboard systems, excellent communication skills, and the ability to troubleshoot and resolve customer inquiries effectively. Regular travel to our dealership locations is an essential aspects of this role.

　　This position is required to be in-office at our Mooresville, NC facility.

　　Customer Support:  

　　Respond promptly and professionally to customer inquiries through various channels, including phone, email, and our internal CRM (Pit Lane). 

　　Diagnose and troubleshoot technical issues over the phone, email, or in-person to ensure prompt resolution.  

　　Build and maintain positive relationships with dealership staff and customers. 

　　Respond to inquiries, provide product information, and offer guidance on the operation and maintenance of marine electric outboard systems. 

　　On-site Support:  

　　Travel to dealership locations to assist with installations, inspections, and technical issues. 

　　Collaborate with the sales team to support product demonstrations and customer events. 

　　Documentation / Technical Assistance:  

　　Maintain accurate records of customer interactions, technical issues, and resolutions. 

　　Assist in creating and updating technical documentation and FAQs. 

　　Provide step-by-step guidance to customers for the installation, operation, and maintenance for the EOB product line. 

　　Collaborate with the technical support team to escalate and resolve complex technical issues. 

　　Order Processing:  

　　Assist customers with the ordering process, including product selection, pricing, and order tracking. 

　　Collaborate with the sales and logistics teams to ensure timely and accurate order fulfillment. 

　　Customer Feedback:  

　　Gather customer feedback and insights to identify areas for improvement in our products and services. 

　　Work closely with the product development team to relay customer suggestions and concerns. 

　　Training and Education:  

　　Conduct training sessions for dealership personnel to enhance their understanding of our products. 

　　Stay updated on the latest industry trends and product advancements to provide accurate and up-to-date information. 

　　Required Qualifications:

　　High school diploma required; bachelor's degree in a related field is a plus.

　　Prior experience in customer service or technical support roles.

　　Proven experience in customer service, preferably in the marine industry. 

　　In-depth knowledge of marine electric outboard systems and their components. 

　　Strong problem-solving and troubleshooting skills. 

　　Excellent verbal and written communication skills. 

　　Willingness to travel to dealership locations as needed. 

　　Ability to occasionally lift the weight of an Electric Outboard unit up to 70 pounds.

　　Familiarity with CRM systems and customer support software. 

　　Skills & Abilities

　　Strong functional knowledge of the marine industry 

　　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 occasionally lift and move up to 70 pounds, with good visual perception and manual dexterity

　　Flexibility to adapt to different work environments, occasionally exposed to mechanical parts, chemicals, and noise

　　Nuts & Bolts

　　Medical, Dental, Vision Benefits: Eligible

　　401k

　　Bonus Eligible

　　Life Insurance

　　Short Term Disability & Long Term Disability Insurance

　　Employee Assistance Program

　　Paid Time Off

　　11 Paid Company Holidays per year

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