Consumer Support Specialist

Brunswick Boat Group•Fond du Lac, WI

4d•Hybrid

About The Position

As part of the talented team, you will act as the primary point of contact for Consumers, as well as dealers and boat builders, and to respond promptly and consistently to product issues while providing the highest level of technical support and customer service. The location of this position is hybrid in nature - primarily remote work with periodic travel to the main office in Fond du Lac, WI or other locations as required. At Brunswick, we have passion for our work and a distinct ability to deliver.

Requirements

Must consistently exercise discretion and independent judgment in resolving issues of significance.
Must resolve complex issues to the satisfaction of multiple parties.
Must develop creative ways to address and resolve internal and external issues.
Must maintain respectful and professional interaction with various personality types in complex situations.
Must recognize, document and communicate emerging product issues to engineering and product management for review and possible action.
Desire to take ownership of projects and drive them to completion.
Strong communication and organizational skills.
Must thrive in a fast paced, high pressure environment with little direct oversight.
Strong work ethic with the desire to learn and improve.

Nice To Haves

Graduate of Technical College is preferred.
Two or more years of technical experience in the marine industry or related field is preferred.
Experience servicing Mercury products is preferred.

Responsibilities

Provide technical support and customer service to Consumers, dealers and boat builders.
Respond promptly to customer contacts via telephone, fax, email and MercNET.
Take ownership of customer complaints and follow them through to resolution.
Maintains detailed telephone, fax, mail and email correspondence records from internal and external customers.
Agents possess warranty privileges and will be expected to approve/deny claims as necessary.
Evaluate product failures to ensure consistency in warranty and customer relations adjustments.
Assist with parts tear-down and inspection of failed components, to determine warranty eligibility.
Agents are expected, in a timely manner, to become Mercury Certified Technicians.
After 5 years of certification, agents are eligible to take the Master Certification test.
Agents are encouraged to take Green Belt training and become Lean Six Sigma certified, after completing two projects within one year.
Provide support to Mercury Marine field service personnel.
From time to time, agents will travel to assist dealers with field issues.