Product Support Specialist

Brunswick Boat Group • Fond du Lac, WI

3d • $61,400 - $98,600 • Onsite

About The Position

As part of the talented Customer Experience Team, you will act as the primary technical point of contact for Mercury Marine dealers and boat builders. The Product Support Specialist is expected to respond promptly and consistently to product and warranty issues while providing the highest level of technical and customer support. At Brunswick, we have passion for our work and a distinct ability to deliver.

Requirements

• Working knowledge of and the ability to diagnose and repair four stroke engines
• Working knowledge of and the ability to diagnose and repair fuel delivery, electrical, cooling, and hydraulic systems
• Working knowledge of CAN data systems and use of diagnostic tools
• Able to consistently exercise discretion and judgment in resolving issues of significance to Mercury Marine
• Able to use creative and critical thinking skills resolve complex issues to the satisfaction of multiple parties
• Strong communication and organizational skills
• Able to maintain respectful and professional interaction with various personality types in complex situations
• Able to 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 computer skills
• Able to thrive in a fast-paced, high-pressure environment with little direct oversight
• Strong work ethic
• Strong desire to learn and improve
• Minimum of two years of technical experience in the marine industry or related mechanical repair field is required

Nice To Haves

• Graduate of Technical College or marine service school preferred.

Responsibilities

• Provide Mercury Marine dealers, and boat builders with technical, diagnostic, repair, and parts support
• Aid dealer technicians with root cause failure diagnostics
• Evaluate product failures to ensure consistency in warranty and customer relations adjustments
• Provide dealers and boat builders with product warranty support
• Respond promptly to all telephone, email, and MercNET inquiries
• Take ownership of all inquiries and follow them through to resolution
• Maintain detailed records of internal and external communication
• Provide support for Mercury Field Service personnel
• Provide backup support for Mercury’s Consumer Support Team when needed
• Assist with training for Mercury personnel as needed
• Participate in offsite repairs independently or in conjunction with field service, engineering, or product management personnel when necessary
• Achieving and maintaining Mercury Certification
• Exercise independent judgment
• Participate in special and ad hoc projects as needed

Benefits

• medical
• dental
• vision
• paid vacation
• 401k (up to 4% match)
• Health Savings Account (with company contribution)
• well-being program
• product purchase discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree