SUZUKI CANADA INC.

JOB DESCRIPTION

Location: Barrie Department: Service

Job Title: Technical Specialist - Marine

Reports to: National Service Manager

Date: April 2021

OVERVIEW

The Technical Specialist acts as a primary contact between the Suzuki dealer network and Suzuki Canada for technical, warranty and aftersales service and related matters. This position provides timely assistance to the dealer network, the District Sales Managers and District Parts & Service Managers to provide technical troubleshooting and includes follow-up through the full process of customer unit repair to full resolution.

ORGANIZATIONAL STRUCTURE

This position is based at the Barrie office, with travel to other regions as required to support business needs. This position reports directly to the National Service Manager and works within the Service Department consulting with the Dealer network on all technical service and warranty matters in the Canadian marketplace. The position has direct interaction with various internal departments in order to complete tasks in a productive and efficient manner. The position serves as a liaison between the Dealer service staff, District Parts & Service Managers and SCI’s Head office warranty, technical and customer service teams for all aspects of warranty and field technical issues.

NATURE AND SCOPE

The Technical Specialist will respond to all dealers’ technical, service and warranty inquiries through email and through the Suzuki Canada technical toll free hotlines. To accomplish this, the employee in this position requires and maintains a current and detailed knowledge of Suzuki technical product information through participation in Suzuki technical training seminars, participation in the master technician program, review of information found in service bulletins, service manuals and other literature. The Technical Specialist must manage multiple assignments in a timely and professional manner and perform all duties in a results-oriented and measurable manner.

SPECIFIC ACCOUNTABILITIES

· Provide phone and email support for all technical and warranty issues where diagnostic assistance or instruction is required.

· Provide advice to warranty supervisor or approve or deny warranty claims based on complete understanding of the issue at hand and the Suzuki warranty processes

· Provide timely response and action to Dealer or Internal requests for technical information. Appropriate action includes communication of diagnostic procedures based on Suzuki standards, recommended repair procedures and follow-up verification of repair effectiveness.

· Visit dealers to gain understanding of dealer requirements or to assist in field diagnosis

· Assist SCI Customer Relations in resolving product issues related to owner complaints or other customer issues.

· Assist dealers as necessary to obtain needed parts, resolve product technical or customer issues.

· Support the research and preparation of Field Technical Information Reports (FTIR).

· Accurately document all details of Client contacts in the appropriate database

· Assist in installation, testing, evaluation and reporting on parts/accessory installations.

· Attend Corporate consumer shows and dealer meetings to assist in preparation, set up and /tear down of Suzuki products.

· Completes all Suzuki Canada technical training requirements as well as legislated health and safety training requirements in a timely manner.

· Provide support for dealer technical training modules and tracking of training.

EXPERIENCE, COMPETENCIES AND SKILLS

• Minimum College diploma and/or, provincial certification for Outboard Technicians

• Minimum 10 years of technical work experience with outboard motors and boat rigging
• Suzuki product knowledge is an asset, although product training will be provided.

• Excellent verbal and written communication skills
• Excellent Microsoft Office skills required, specifically Excel required

• A valid driver’s license is a job requirement and a provincial operator’s licence and boater pleasure craft operator card are also required.
• Able to travel across Canada to support dealers as required.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Store discount
• Tuition reimbursement
• Vision care

Schedule:

• Day shift

COVID-19 considerations:
We are following all provincial COVID-19 safety guidelines.

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