Marine Field Service Lead

MARINE FIELD SERVICE SUPERVISOR The Marine Field Service Supervisor leads members of Ilmor's customer experience team (CXT), provides hands-on technical support, and warranty operations. This role combines direct customer engagement, technical expertise, and team leadership to ensure exceptional service for OEMs, dealers, and end-users. The Supervisor manages a small team, oversees warranty processes, and partners with engineering and production teams to continuously improve product support and customer satisfaction. This position requires up to 35% travel. Responsibilities Customer & Dealer Support (40%) * Serve as the primary escalation point for complex technical and warranty cases. * Provide advanced diagnostic support for Ilmor marine engines, drivetrains, and propulsion systems, both remotely and in the field. * Interpret telematics data, diagnostic logs, and service reports to identify root causes of failures. * Travel to customers, dealers, OEMs, and trade shows to conduct on-site training, deliver technical expertise, and build strong relationships. * Support installations, troubleshoot issues, and provide hands-on assistance for OEM and dealer service technicians. * Act as the key Ilmor contact across all levels of our OEM's management teams, from engineering and production through warranty and executive leadership. * Develop and deliver technical documentation, service bulletins, tools, and training materials. * Measure and promote customer satisfaction while driving continuous improvement in service quality. * Lead Ilmor's "90 Days of Summer" program, ensuring timely dealer/customer support and driving customer satisfaction during the peak boating season. Team Leadership & Development (20%) * Manage a team of 3-4, including Field Service Technicians. Possibility of the Customer Support team growing to 8 technicians as our business continues to grow * Assign workload, set daily priorities, and ensure timely resolution of escalated cases. * Promote a positive, collaborative, and accountable team culture. * Provide coaching, training, and professional development; conduct performance evaluations and create development plans. * Interact regularly across a wide internal team, including the Marine Engine Production Supervisor, Supply Chain Manager, Plant Manager and VP of the Marine group Warranty Management (40%) * Oversee the warranty process from claim submission through resolution, ensuring accuracy and compliance with policies. * Review and approve goodwill, warranty, and service-related decisions within established guidelines. * Monitor CRM systems to track cases, manage priorities, and ensure timely, accurate resolutions. * Provide feedback and directions for improvements to current warranty software. Collaborate with the team to assist in shaping and testing future warranty platforms. * Ensure empathetic, confident, and clear communication with customers throughout the warranty process. * Collaborate with engineering, quality, and production teams to address recurring technical and warranty issues. Qualifications * 8+ years engine technical support experience - hands on, marine engine repair/maintenance experience is required * USCG certification (desired) * Engineering background preferred * Exceptional communication skills, both written and verbal * Able to travel domestically and/or internationally, often with very limited advanced notice. Nuts & Bolts * Location: New Hudson, MI * Schedule: Varies based on customer needs. In-office hours Monday - Friday, 8am - 5:00pm + occasional evenings and weekends if needed * Pay: $80,000+ based on experience. Salaried position. * Day-1 Benefits: Medical, Dental & Vision * 401K: 3% Company Contribution, Roth 401K & Regular 401K offered * Work Polos, Hats, Travel/Trade Show gear: Provided * Work Shoe Allowance: Provided * Company celebrations, Family events, and BBQs! Physical Requirements/Work Environment * The employee must frequently lift and/or move up to 30 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus. * While performing the duties of this job, the employee is regularly required to sit or stand. The employee is frequently required to use their hands and fingers to handle, feel objects, use tools or controls, and climb or balance. The employee is occasionally required to walk, reach with hands and arms, kneel, crouch, crawl, and talk or hear. * While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, risk of electric shock, and explosives. * The noise level in the work environment is usually moderate. However, some instances of this job may require work in areas where ear protection is necessary.

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