Brand Service Specialist

Brunswick Boat Group•New York Mills, MN

16h•Onsite

About The Position

This role will oversee, under the guidance of the Brand Service Manager, all brand’s technical service support, manufactured parts support, escalated consumer and legal cases and field service support between the BBG Service Center of Excellence, Manufacturing personnel, and other sources as required. At Brunswick, we have passion for our work and a distinct ability to deliver.

Requirements

High School Diploma or GED required
Minimum of 3 years technical manufacturing experience required
Ability to quickly learn and navigate through software and online programs required
Effective verbal communication skills
Ability to draft professional email correspondence when necessary
Excellent follow-up skills
Highly skilled in interpersonal skills with an ability to connect with others over the phone and email
Must be flexible to work extended hours to support the requirements of the business
Ability to work effectively in a collaborative, team environment within a matrix organization

Nice To Haves

technical marine industry experience preferred
Familiarity with OBMS and Compass environment preferred
Familiarity with Salesforce.com environment preferred

Responsibilities

Receive and support dealer inquiries via phone or email for technical support for brand’s products within the target KPI
Provide support to Tier I and BBG Service CoE in reviewing warranty claims and pre-authorizations
Manage complex technical cases in partnership with the dealer, customer, Quality, and Manufacturing
Manage Manufacturing Parts process with respective plants to ensure priority is given to warranty issues
Collaborate with the BBG Service CoE on Technical Training and Content needed by dealers, customers, or internal
Support onboarding new dealer personnel regarding training as needed
Notify and collaborate with the CoE for Service Campaign and Recall support needs
Review Warranty claims and Pre-authorizations over established monetary threshold.
Escalate issues within the organization for repeat or complex issues
Review, respond, and solve complex NPS / CSI cases
Review, respond, and solve owner inquiries as escalated by Tiers I and II
Review and collaborate with Legal, Manufacturing, Quality, Vendors, and other internal and external resources as needed, on escalated cases such as buy back requests
Warranty claims processing and inquiries as needed
Training as required to maintain and improve product knowledge and skillset
Other tasks, initiatives, and projects and assigned by manager