Company Overview
Mack Boring & Parts Co is a renowned provider of power products, including diesel engines and power generation systems, serving the recreational and commercial marine, industrial off-highway, and military markets. With a proud heritage spanning over a century, we are dedicated to delivering exceptional customer service through a vibrant and supportive work environment that values work-life balance and personal growth.
Purpose: This entry-level position provides hands-on mechanical, technical, and administrative support to the Customer Support Group while developing technical expertise through guided work with Product Support Specialists.
Excellence in Role Requires Ownership and Accomplishment of the following:
Technical & Mechanical Responsibilities
- Perform hands-on mechanical work on diesel engines, generators, transmissions, clutches, back-ends, electrical, fuel, and cooling systems.
- Assist with teardown, rebuilds, diagnostics, testing, and component preparation under PSS guidance.
- Support failure analysis through inspections, teardown prep, and documentation.
- Assist with dyno testing, installation mock-ups, repower prep, and prototype rigging.
- Maintain shop areas, tools, testing equipment, and consumables to ensure safety and readiness.
- Support technical projects including R&D, new product evaluations, and mechanical staging.
- Manage and review service cases using organizational CRM tools.
- Schedule and prioritize work to ensure timely technical support responses that meet customer needs.
- Support in-house warehouse and Engineering Production teams as needed.
- Visit OEMs and Dealers as needed to support product performance, service quality, and customer satisfaction.
- Participate in ongoing learning related to products, technical solutions, and supplier warranty procedures; provide training support as needed.
- Disassemble and overhaul diesel engines, pumps, generators, transmissions, clutches, and back-ends as needed to support Service operations.
Support of Product Support Specialists (PSS)
- Perform mechanical and technical tasks assigned by PSS based on project and customer priorities.
- Support preparation and follow-up for field work, commissioning, and diagnostics.
- Assist with installation reviews, documentation, and technical checklists under supervision.
Customer Support Administrative Functions (Back Up)
- Provide first-level response and triage for low-priority support requests.
- Review customer accounts, verify case details, and escalate unresolved issues appropriately.
- Support case routing, RMAs, order entry, parts lookups, and documentation.
- Assist with correspondence, memos, meeting materials, charts, and workflow updates.
- Maintain departmental organization, shared documentation, and procedures.
- Communicate effectively with other departments to support customer experience and product flow.
Field Support (Occasional)
- Accompany PSS on field visits for training, observation, and technical assistance.
- Perform hands-on field tasks under supervision.
- Assist with documentation, follow-up, and post-visit reporting.
Education, Skills and Work Experience:
- Required: Minimum 3-5 years advanced knowledge and experience in a marine and industrial diesel production work environment; engineering knowledge a plus.
- Proven excellence in customer service and decision-making.
- Proficiency with computers, email, internet and Microsoft Office programs.
- Some mechanical experience required — automotive, diesel, industrial, small engine, or marine preferred.
- Strong mechanical aptitude with desire to grow into advanced technical support roles.
- Basic understanding of electrical testing and mechanical systems.
- Proven problem-solving ability and willingness to learn.
- Proficiency with computers, email, internet, CRM tools, and Microsoft Office programs.
- Strong organizational skills with ability to handle multiple tasks in a fast-paced environment.
- Excellent communication skills; oral, written, and interpersonal.
Pay: $65,000.00 - $72,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Application Question(s):
- What is your experience operating, maintaining, or repairing boats?
Experience:
- mechanical diesel engine: 1 year (Required)
Work Location: In person
