Pinsetter and Lane Care Systems Support Technician

BRUNSWICK BOWLING PRODUCTS LLC•Muskegon, MI

3d•Remote

About The Position

Brunswick Bowling Products, an iconic brand in sports and recreation, is looking for a problem-solving technician to join our team in Muskegon, MI. Our Pinsetter and Lane Care Systems technicians service a variety of electromechanical machines that are used in bowling and entertainment establishments around the world. Most of this work is done remotely from our headquarters in Muskegon, MI. Brunswick Bowling markets a full lineup of products and services to a global customer base. From shoes to lighting shows, software subscriptions to custom furniture, Brunswick Bowling’s depth and breadth us unmatched. Brunswick Bowling is privately held with operations in the USA, Mexico, Hungary, and a significant sales and service remote workforce. Our benefits are very competitive including 401(K) matching, profit sharing, bonus plan, and health insurance. Come join us! The Pinsetter and Lane Care Systems Technician supports our customers using extensive product knowledge, access to engineering staff, access to test equipment, and collaboration with other technicians and installers. Products range from legacy mechanical pinsetters to modern machines integrated with an array of electronics and software. Brunswick is continually launching new products to stay ahead of the market without leaving our loyal customers behind. This is a collaborative and customer centric role. The ideal candidate will have a passion for solving problems and serving customers. Remote support can be challenging for people that want others to get out of the way so they can take over. Because this is remote you will be working through others, of varying skill levels, to deliver the results needed to keep these machines operating. This job requires patience and the ability to adapt to different customer types and unique problems.

Requirements

The ideal candidate will have at least 3 years of hands-on experience as a bowling center mechanic, with displayed proficiency in pinsetter and lane machine operations.
Demonstrate strong remote troubleshooting abilities and structured diagnostic skills.
Be mechanically inclined with the ability to diagnose equipment-related issues remotely.
Be able to read flowcharts, wiring schematics and diagrams.
Have a basic knowledge of electronics with AC and DC circuits.
Be comfortable using computer systems for day-to-day tasks.
Understand the role of firmware in the operation of electromechanical machines.
Possess good interpersonal skills.
High School Diploma or equivalent (GED).
Good oral and written communication skills are required.

Nice To Haves

We are open to candidates with experience supporting similar electromechanical systems.
Certifications from pinsetter mechanics training schools and/or OJT programs preferred.

Responsibilities

Evaluate and prioritize support requests via phone, voicemail, email and via internal requests.
Guide customers through troubleshooting steps and offer solutions to minimize downtime.
Remotely view customer systems using such applications as Rescue Lens to better guide the troubleshooting process.
Provide guidance for basic system operation questions.
Document customer interactions, issues, and resolutions via our ticket system.
Review available resources (personal knowledge, knowledgebase, manuals, team members) to determine the best path(s) for resolution.
Collaborate with internal teams to escalate complex technical problems as needed.
Stay up to date with product updates and best practices to enhance troubleshooting capabilities.
Complete escalation documentation to Software/Hardware/Service/Engineering teams for issues that cannot be resolved using standard troubleshooting.
Assist service team remotely with installations due to hardware/software issues