Product Support Specialist

About the position

As part of the talented Customer Experience Team, you will act as the primary contact for technical assistance with our dealers and boat builders for the Mercury Marine MerCruiser product line, while providing the highest level of technical support, as well as providing customers with the highest level of customer service. At Brunswick, we have passion for our work and a distinct ability to deliver.

Responsibilities

• Provide technical support and customer service to MerCruiser dealers, boat builders and consumers.
• Exercise independent judgement.
• Follow through and take ownership in resolving product issues.
• Maintain detailed telephone, fax, mail and email correspondence records from internal and external customers.
• Respond promptly to customer contacts via phone, fax, email and MercNET.
• Possess warranty privileges and will be expected to approve/deny claims as necessary.
• Evaluate failures with product integrity/warranty ensuring consistency in warranty and customer relations adjustments.
• Assist with parts tear-down and inspection of failed components, to determine warranty eligibility.
• Create in-depth trouble shooting guides to assist our Dealers with diagnostics and troubleshooting.
• Provide support and assistance to our field personnel.
• Travel occasionally to assist dealers with field issues.
• Act as a member of a product team along with the appropriate Service Product Manager to further improve dissemination of product information to the specialization teams.
• Act as an instructor for in-house product service training.
• Participate in special and ad hoc projects as needed.

Requirements

• Must consistently exercise discretion and judgment in resolving issues of significance to Mercury Marine.
• Must resolve complex issues to the satisfaction of multiple parties.
• Must develop creative ways to address and resolve internal and external issues.
• Strong communication skills.
• 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 computer skills.
• Strong organizational skills.
• Must thrive in a fast paced, high pressure environment with little direct oversight.
• Strong work ethic.
• Strong desire to learn and improve.
• Graduate of Technical College preferred.
• Two to four years technical experience in the marine industry or related field.
• Experience servicing Mercury products.
• Agents are expected, in a timely manner, to become Mercury Certified Technicians.

Nice-to-haves

• Graduate of Technical College preferred.

Benefits

• Medical, dental, vision insurance.
• Paid vacation.
• 401k (up to 4% match).
• Health Savings Account (with company contribution).
• Well-being program.
• Product purchase discounts.
• Annual discretionary bonus.