Join to apply for the Marine Service Engineer role at Caudwell Marine
Caudwell Marine is an innovative start-up engineering company, financially backed by John Caudwell, entrepreneur, business leader and philanthropist. We are developing a revolutionary patented outboard motor and Vessel Control System for launch in 2025. As a growing and dynamic team, we are passionate about bringing this cutting-edge technology to market. At Caudwell Marine, every team member plays a vital role in shaping the future of our product. With a collaborative and hands-on approach, we foster an environment of mutual support, where each person’s expertise drives the success of our ambitious plan.
Overview
Role Profile: As the primary Technical Support contact, you will be responsible for providing the highest level of training and both remote and field-based technical support to the Caudwell Marine distribution network. Using excellent communication and problem-solving skills, you will work with our customers to resolve technical queries and warranty claims with the aim of delivering a first-time fix outcome. You will report to the Customer Service Manager.
Role & Responsibilities
* Provide 1st line technical support for the Caudwell Marine product portfolio, remotely and in the field with boat builders and boat operators.
* Maintain ownership of queries and provide excellent customer service during the Technical Support process, from troubleshooting to repair.
* Diagnose, troubleshoot, and resolve complex customer breakdowns and technical questions efficiently.
* Collaborate with Caudwell Marine engineering and customer support teams to stay current with product solutions and technical capabilities.
* Support customer installation, commissioning and training to deliver a premium customer experience.
* Ensure timely resolutions of technical queries in line with defined Service Level Agreements and Caudwell Marine technical standards.
* Provide excellent face-to-face customer service while promoting the Caudwell Marine brand.
* Offer internal technical support to colleagues.
* Use product knowledge to interpret customer requirements for product selection and material number assistance, including support to Customer Service for replacement and defective parts.
* Review and adjudicate warranty claims as required.
* Ensure accurate internal documentation.
* Support customer demonstrations, testing and field trials to ensure products operate at the highest level and customers understand the technology system.
* Analyse technical support trends and provide feedback to leadership for development and improvement.
* Assist other Commercial and wider Caudwell Marine team members to meet customer needs.
* Support initiatives to drive performance and continuously improve support delivery.
* Support leadership teams to drive and improve customer service processes and service level agreements.
Experience & Qualifications
* Mechanical, Mechatronics or Electronics Engineering Degree or HND preferred.
* Minimum of 5 years in Marine Engineering preferred.
* Customer-facing, service desk or field service technician experience with a complex product is essential.
* Evidence of formal qualifications and training demonstrating high technical competence in mechanical and electronic engineering and maintenance.
* Experience with ticketing systems preferred.
* Understanding of Service Level Agreements.
* Previous new product launch experience preferred.
* Experience in a Small/Medium Enterprise (SME) environment with the ability to contribute hands-on in a small team.
Personal Attributes
* Focused on delivering an exceptional customer experience.
* Ability to communicate complex technical solutions externally and internally at all levels.
* Ability to prioritise based on risk and impact and make informed decisions.
* Strong team ethic with a motivated, positive attitude.
* Integrity and a process-driven, structured approach.
* Excellent organisational and planning skills.
* High IT and technology literacy for data analysis and communicating results.
* Excellent problem-solving, planning and communication skills.
* Ability to work independently and safely.
* Desire to learn and develop new skills.
* Flexibility is key; role is home-based with frequent international travel expected.
Key Information
* Hours: Monday – Friday 9am-5pm as standard (flexibility required)
* Location: Field based / Coventry Head Office
* Salary range: £30,000 - £40,000/annum - depending on background and experience
Disclaimer
Caudwell Marine operates a Preferred Supplier List (PSL) for recruitment agencies, which is currently not under review. Agencies not on our PSL are kindly requested to refrain from submitting speculative CVs or contacting our hiring managers or employees directly regarding recruitment matters. Please note that any CVs submitted by non-PSL agencies, whether speculative or otherwise, will be treated as unsolicited.
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