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Service Engineer

Winnebago

Winnebago

Bristol, IN, USA
Posted on Friday, June 7, 2024

SUMMARY:

The Service Engineer plays a crucial part of supporting Barletta’s relentless pursuit of excellence in producing best-in-class boats by providing exceptional technical support and guidance across multiple departments, functions, and customers related to the quality, innovation, and service of our pontoon boats. This position requires an advanced knowledge of pontoon boats, strong engineering and technical background, excellent communication skills, and a passion for delivering best-in-class customer service that Barletta is known for. This position reports to the VP, Operations with matrixed reporting to VP, Customer Experience.

Barletta’s culture is what sets us apart and creates a great employee experience. In addition to a Barletta Safe culture where all employees work collaboratively to create a “zero harm” work environment, we actively promote and encourage behaviors that align to our Values: 1) Treat everyone like family, 2) Always do the right thing, and 3) Relentlessly pursue excellence and our Leadership Expectations: 1) Connect with Purpose, 2) Execute with Excellence and 3) Build the future.

JOB RESPONSIBILITIES:

  1. Quality, Warranty, and Service Resolution:
    • Working collaboratively with internal teams (Design, Engineering, Production / Manufacturing, etc.) to investigate and analyze service, quality, manufacturing processes, as well as internal data and analytics to identify and implement solutions.
  2. Product Knowledge:
    • Maintain an in-depth understanding of the company's pontoon boat products, accessories, and features for both current and previous model years.
    • Stay updated on industry trends and technological advancements to provide accurate and relevant information.
  3. Technical Support:
    • Provide prompt and effective technical support to internal and external customers, dealers, service technicians and suppliers via phone, email, and other communication channels.
    • Diagnose and troubleshoot technical issues related to pontoon boats, including engines, electrical systems, plumbing, and structural components.
    • Provide advanced technical support and education to Barletta’s internal Customer Service Advisors.
  4. Customer Interaction:
    • Engage with internal and external customers professionally, ensuring a positive experience during all interactions.
    • Communicate technical information clearly and understandably, catering to varying levels of technical expertise.
  5. Documentation:
    • Accurately document customer interactions, technical issues, and resolutions in the company's documentation platforms.
    • Develop a cadence to generate reports and share insights to improve overall product quality and customer satisfaction.
  6. Training and Education:
    • Participate in weekly customer service Advisor/Factory Service meetings to provide technical expertise and troubleshooting/best practices to teams
    • Assist in the development and execution of technical training videos/technical service bulletins and Tips and Tricks that are distributed to our dealer partners
    • Partner with Customer Experience leadership to analyze top warranty issues and use that data to help train advisors and dealers on best practices to avoid unnecessary warranty spend for things like customer instruct, proper component part shipping, proper use of features, troubleshooting, etc.
    • Assist in the development and execution of training sessions for internal teams, dealers, and customers on product features, troubleshooting, and maintenance best practices.
  7. Continuous Improvement:
    • Collaborate with product development team to “design out” top issues that comprise best in class quality
    • Identify opportunities for product and service improvement based on customer feedback and technical insights gained through internal analytics (warranty, corrective actions, RCAs, etc.)
    • Collaborate with the engineering and production teams to enhance product quality and reliability.

QUALIFICATIONS:

  • Bachelor's degree in mechanical engineering, marine engineering, or a related field; or equivalent marine industry experience.
  • Proven experience in technical support, specialized production, or engineering role, preferably in the marine or boat manufacturing industry.
  • Strong technical knowledge of pontoon boat systems, including engines, electrical components, plumbing, and structural elements.
  • Excellent communication skills, with the ability to convey technical information clearly and concisely.
  • Customer-focused mindset with a commitment to delivering exceptional service.
  • Problem-solving abilities and attention to detail.
  • Proficient in using CRM systems and other relevant software.
  • Willingness to travel occasionally for on-site support or training sessions.

COMPENSATION AND BENEFITS:

  • Compensation is based on past job history, knowledge and experience.
  • Medical/Rx
  • Dental
  • Vision
  • Short and Long-Term Disability
  • Company Paid Life Insurance and AD&D
  • Voluntary Life Ins, Accident and Critical Illness
  • 401k with match
  • Employee Stock Purchase Program