Marine Technical Service Representative

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

The Customer Experience Team (CXT) Representative will provide technical support to all marine customers including dealers, OEMs, and end users. You'll travel domestically (and sometimes abroad!), answer service calls, review warranty claims, spend time on the water, and work on engines and motors.

This is a primarily on-site position, and will be located at our brand new state-of-the-art technology center opening in New Hudson, MI.

• Serve as the first point of contact for dealers, boat manufacturers, and boat owners, assisting them with engine diagnostics over the phone, through email and/or on-site visits.
• Review and approve warranty claims submitted by dealers, ensuring an accurate assessment of labor, parts, and freight
• Respond promptly to emails and phone calls from dealers, end users, and OEMs, addressing their inquiries and concerns
• Continuously improve our support process to enhance efficiency and customer satisfaction
• Monitor and report on warranty trends weekly, monthly, and quarterly, identifying areas for improvement
• Conduct analysis and tracking of returned parts
• Collaborate with engineering and operations teams to write service bulletins and develop technical documentation to support installation technicians
• Provide support and contribute to the development of service school training curriculum
• Provide comprehensive support to boat manufacturers by assisting with new boat engine/drive installation and conducting thorough Post-production Inspections (PPI) on engines, drives, and software.

• Deliver hands-on, time-critical troubleshooting and support for Ilmor Marine products at dealerships and OEM manufacturing facilities
• Offer remote-site warranty support as needed
• Assist with new boat testing, product installation, and on-water testing, ensuring optimal performance and customer satisfaction
• Support dealers and end users with boat operation, providing guidance and technical assistance

• High School Diploma or equivalent; associate or bachelor’s degree preferred
• 2 years of experience working with internal combustion engines, either professionally or as a hobby
• 2 years of boating experience
• Proficiency in Microsoft Office products, including Word, Excel, and Outlook
• 1 years of experience in a customer service role
• Excellent written and verbal communication skills
• Ability to travel domestically, often with very limited advanced notice.

• Strong functional knowledge of the marine industry and powertrain engines
• 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 lift and move up to 50 pounds, with good visual perception and manual dexterity
• Flexibility to adapt to different work environments, occasionally exposed to mechanical parts, chemicals, and noise