Technical Advisor II
Job Description
Yamaha is currently seeking a Technical Advisor to join our Marine team in Kennesaw, GA. This role provides timely and effective assistance to dealers and retail customers and specifically provides technical support and assistance.
What you’ll be doing:
- Retrieve inbound phone calls from Automatic Call Distribution (ACD) that are offered from retail customers and Yamaha dealers.
- Document precisely, the required retail customer and dealer contacts, within the Yamaha Customer Relationship Management System (YCRMS).
- Evaluate retail customer and dealer requests for assistance and determine the type and amount of assistance to provide.
- Provide advice and assistance as requested from other call center staff.
- Assist with the arbitration of dealer and retail customer complaints, including the authorization of goodwill assistance.
- Provide warranty authorizations and claim assistance to dealers.
- Develop and instruct training courses in the classroom and lab environment (i.e., delivery, testing, grading and reporting). Maintain safety and security of classroom, lab facilities and training aids / engine simulators.
- Carry out various administrative tasks or special assignments within the call center as needed.
- Provide technical support at boat shows, dealer meeting events, and other events, as required.
- Provide counsel to retail customers through assigned customer relation visits and Yamaha dealers through assigned technical visits.
- Performs a variety of basic tasks, including executing moderately complex projects and tasks.
- Be able to demonstrate superior customer handling skills.
- Demonstrate proficiency with PC’s and exhibit good business writing and typing skills.
- Occasional travel will be required.
What you need to be successful:
- Associates degree (preferably in Marine Technology or Powersports Industry), or equivalent Marine/Powersports industry service certifications
- Minimum 3 years experience as a Marine/powersports dealer consultant, field service representative or equivalent industry or related experience.
- Prior wholesale or distributor experience preferred. Retail experience helpful.
Don't meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At Yamaha, we understand that talent comes in various forms, as such we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles!
What’s in it for you:
- 401(k) and Profit Sharing
- Fertility Benefits
- 37.5 hour work-week
- Medical, Dental, Vision
- Life and AD&D Insurance
- Wellness Program
- Short-Term Disability Coverage (for hourly roles)
- Long-Term Disability
- Student Debt Repayment Benefits
- Ability to borrow Yamaha product
Reports to: Technical Support Manager II
Yamaha Motor Corporation, USA is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability or any other status protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Yamaha is currently seeking a Technical Advisor to join our Marine team in Kennesaw, GA. This role provides timely and effective assistance to dealers and retail customers and specifically provides technical support and assistance.
What you’ll be doing:
- Retrieve inbound phone calls from Automatic Call Distribution (ACD) that are offered from retail customers and Yamaha dealers.
- Document precisely, the required retail customer and dealer contacts, within the Yamaha Customer Relationship Management System (YCRMS).
- Evaluate retail customer and dealer requests for assistance and determine the type and amount of assistance to provide.
- Provide advice and assistance as requested from other call center staff.
- Assist with the arbitration of dealer and retail customer complaints, including the authorization of goodwill assistance.
- Provide warranty authorizations and claim assistance to dealers.
- Develop and instruct training courses in the classroom and lab environment (i.e., delivery, testing, grading and reporting). Maintain safety and security of classroom, lab facilities and training aids / engine simulators.
- Carry out various administrative tasks or special assignments within the call center as needed.
- Provide technical support at boat shows, dealer meeting events, and other events, as required.
- Provide counsel to retail customers through assigned customer relation visits and Yamaha dealers through assigned technical visits.
- Performs a variety of basic tasks, including executing moderately complex projects and tasks.
- Be able to demonstrate superior customer handling skills.
- Demonstrate proficiency with PC’s and exhibit good business writing and typing skills.
- Occasional travel will be required.
What you need to be successful:
- Associates degree (preferably in Marine Technology or Powersports Industry), or equivalent Marine/Powersports industry service certifications
- Minimum 3 years experience as a Marine/powersports dealer consultant, field service representative or equivalent industry or related experience.
- Prior wholesale or distributor experience preferred. Retail experience helpful.
Don't meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At Yamaha, we understand that talent comes in various forms, as such we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles!
What’s in it for you:
- 401(k) and Profit Sharing
- Fertility Benefits
- 37.5 hour work-week
- Medical, Dental, Vision
- Life and AD&D Insurance
- Wellness Program
- Short-Term Disability Coverage (for hourly roles)
- Long-Term Disability
- Student Debt Repayment Benefits
- Ability to borrow Yamaha product
Reports to: Technical Support Manager II
Yamaha Motor Corporation, USA is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability or any other status protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.
About Yamaha Motor Corporation, USA
The pursuit...
A checkered flag. A scenic panorama unfolding around the bend. A trophy catch. A pulse-quickening stretch of road or trail. Heads turning as you pass by. Even coming home at the end of a hard day's work.
Whatever your pursuit, Yamaha is there, too, pursuing our goals. We want to satisfy our customers and exceed their expectations with products and services of superior quality, unmatched performance, and extraordinary value.
With an ever-expanding line that includes motorcycles, outboard motors, ATVs, personal watercraft, snowmobiles, boats, outdoor power equipment, race kart engines, accessories, apparel, and much more, we at Yamaha Motor Corporation, U.S.A., strive to contribute to the quality of life. Your life.
Life can have many exciting, memorable experiences. Creating opportunities for them is what Yamaha is all about.
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