Service Support Specialist

Brunswick Boat Group•Knoxville, TN

3d•Hybrid

About The Position

Are you ready for what’s next? Come explore opportunities within Brunswick, a global marine leader committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond. Brunswick believes “Next Never Rests™,” and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation. Innovation is the heart of Brunswick . See how your contributions will help transform vision into reality : Position Overview : Provides oversight within the parts and warranty focus area, supporting Brunswick Boat Group’s (BBG) multi-brand organization. Interprets and applies BBG’s warranty policies and procedures, ensuring consistency and efficiency in warranty and parts support operations . This position requires proactive problem-solving, independent decision-making, and cross functional collaboration to drive process improvements and enhance dealer support . A strong teamwork mentality, analytical approach, and ability to manage complex issues with discretion are essential for success. At Brunswick, we have passion for our work and a distinct ability to deliver .

Requirements

High School Diploma or GED.
Boating experience and knowledge of fiberglass and aluminum boats.
Ability to quickly learn and navigate through software and online programs.
Ability to independently assess and resolve complex issues using sound judgment and discretion.
Verbal and written interpersonal skills with a customer service focus.
Strong analytical and decision-making skills.

Nice To Haves

Familiarity with OBMS and Compass environment preferred
Familiarity with Salesforce.com environment preferred

Responsibilities

Independently determines the processing of dealer warranty and parts inquiries.
Leads and participates in key strategic initiatives to develop and enhance dealer service support within BBG.
Partners with senior leadership to ensure KPIs are continually promoting achievable departmental advancement while concurrently fulfilling the KPIs.
Regularly audits and analyzes Tier 1 claims and accessory orders to identify operational efficiencies, compliance gaps and training opportunities.
Documents all interactions and decision-making rationale in Salesforce CRM.
Cross-trains and provides oversight for multiple brand areas within BBG.
Other tasks, initiatives, and projects as assigned by manager .
Manage and oversees the resolution of all warranty and pre-authorization claims, including assessing, approving, or denying claims
Analyzes trends and proactively identifies product improvement opportunities and quality challenges to the internal Customer Service and plant quality teams.
Exercises independent judgment and exhibits strong decision-making skills by strategically adjusting labor rates, flat rates, and warranty repairs, and extending goodwill gestures, based on the specific circumstances of each case, including business impact and customer relations strategy.
Oversees resolution of escalated registration corrections, research requests, and document requests for MSOs and Certificates of Origin.
Manages warranty compliance for open service campaigns and recalls.
Manages supplier warranty review, credit recovery process, and dealer inquiries regarding warranties and claims.
Analyzes common warranty issues and develops and presents them to brand level quality teams.
Identifies product reliability trends, works with teams cross functionally in order to project trends and apply solutions proactively.
Approves pre-authorizations and payment of warranty claims.
Manages dealer inquiries for all part inquires .
Fulfills parts orders within designated scope.
Maintains P&A Parts including current and non-current parts, and kits.
Composes and oversees Purchase Orders to vendors.
Researches part pricing and acquisition to ensure accuracy across BBG.
Conducts price benchmarking and updates inquiries from vendors.
Collaborates with global teams to fulfill orders, project demand, and manage non-current parts.
Oversees and manages all aged AO reports.
Partners with suppliers to ensure internal policies and challenges are addressed in supplier contracts.
Evaluates, approves and processes Return Goods Authorizations (RGAs).
Designs and implements dealer training support as needed.
Owns and manages the Dealer Labor Rate program including compliance oversight and rate adjustments.
Supports the Warranty Administration Certification training and inquiries.
Develops and recommends efficiency improvement practices in the P&A and Warranty areas.
Partners with CoE Manger and brand CS M anager in HPPD program for new and refresh boats, by identifying appropriate parts needs and warranty analytics.
Report and recommend process improvements to BBG Engineering, Quality and Sourcing teams.
Completes training to maintain and improve product knowledge and skillset.