Technical Support Specialist

Location Ipswich
Salary DOE
Job type Permanent
Discipline Boat Building, Build & Refit
Reference J9920
Marine Resources are looking for a dedicated and experienced Technical Support Specialist.
If you are passionate about sailing, have a strong technical background, and enjoy providing top-notch customer service, this is the role for you!
Job Description:
As a Technical Support Specialist, you will play a pivotal role in providing comprehensive technical support to esteemed clients, ensuring they have a smooth and enjoyable experience during the their sailing. You will collaborate with our expert team to assist in the commissioning process and provide vital support to new yacht owners. This role offers a unique opportunity to work with a prestigious brand and sail enthusiasts from around the world.
Key Job Responsibilities
- Serve as the primary point of contact for yacht owners facing technical difficulties while abroad during sailing events.
- Collaborate closely with other rally technicians and tradespeople to resolve issues, address owner inquiries, and deliver exceptional customer service.
- Conduct technical diagnoses to identify faults, organizing on-site or remote solutions.
- Coordinate with global partners and suppliers supporting the events, ensuring resource and parts availability in coordination with After Sales.
- Cultivate and maintain strong relationships with yacht owners on the events.
- Provide clear and comprehensive communication to yacht owners regarding technical issue support and resolution.
- Liaise with the Warranty team to ensure warranty-covered yachts receive the necessary support.
- Maintain detailed records of technical support provided at each rally destination.
- Support the Commissioning Skippers with various activities in the commissioning process, such as rig installation, sea trials, and yacht deliveries.
- Offer expertise to the Commissioning Team in testing and issue identification on new yachts, providing solutions and ensuring remedial actions are taken.
- Ensure accurate completion and recording of all relevant build and test documentation in line with company guidelines.
- Collaborate with build yards to provide feedback on issues for timely resolutions.
- Communicate with the Production, Design, and Quality Departments to contribute to ongoing continuous improvement.
- Adhere to all Health, Safety, and Environmental legislation, Company policies, and procedures.
- Stay up to date on new technologies and systems in the field.
- Extensive and practical working knowledge of engineering, electrical, and technical systems on modern sailing yachts.
- Good knowledge of rigging systems and setup.
- Good knowledge of mechanical systems, including diesel engines, generators, and water makers.
- Familiarity with Marine Navigation systems (B&G/Raymarine).
- Competent user of Microsoft Office products: Word, Excel, Outlook, and Teams.
- Excellent customer-facing skills.
- Strong organizational and planning skills.
- Effective communication skills, particularly in written reports covering technical issues, resolution, and recommendations.
- Proven experience in a marine technical support role.
- Customer-facing experience, preferably with high-net-worth individuals.
- Experience working internationally and overseas.
- Sailing experience, ideally on yachts over 50ft.
- Significant sea-time would be preferable.
- Preferably possess a City and Guilds (or equivalent) qualification in:
  - Marine Craft Servicing.
  - Marine Craft Construction.
  - Diesel Engineering.
  - Electrical and Electronics Fault Finding.
- Additional qualifications that would be advantageous:
  - VHF and SSB/Long Range Radio Licenses.
  - RYA Yachtmaster Offshore certification.
Personal Characteristics:
- Self-motivated with a proactive and "can-do" attitude.
- Attention to detail.
- Team player with excellent problem-solving skills.
- Personable and approachable.
- Customer-centric and focused.
- Ability to work well under pressure.
Other Requirements:
- Current passport without travel limitations.
- Full, clean UK/European Driving license.
- Willingness to travel overseas, with the flexibility to be away for up to 2 months at a time.
- Prepared to work unsocial hours in remote locations as the situation requires.
If you are enthusiastic about sailing, possess a strong technical background, and are committed to delivering exceptional service, we encourage you to apply or call Tom for more details on 07780 583 837.

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