Brand Service Specialist

Brunswick Corporation; Knoxville (TN); Hybrid; USD 50,000 - 69,000; Full time

Job summary

Brunswick Boat Group in Knoxville, TN is seeking an experienced warranty and technical support specialist to serve as the highest level of escalation. You will interpret BBG warranty policies, guide dealer and customer interactions, and drive improvements across product areas.

You will collaborate across functional teams, mentor others, and manage complex warranty cases, including pre-authorizations and claims, while delivering exceptional service. Hybrid work and strong benefits are offered.

Qualifications

• High School Diploma or GED is required.
• Strong technical background with hands-on problem solving.
• Ability to quickly learn and navigate software and online programs.
• Ability to resolve complex issues with sound judgment and discretion.
• Excellent communication skills and customer service focus.
• Verbal and written interpersonal skills.
• Boating experience and fiberglass boat knowledge.
• Familiarity with Salesforce.com, OBMS, and Compass environment preferred.

Responsibilities

• Serve as dealer and customer advocate for technical support.
• Act as technical knowledge expert for assigned products.
• Independently process warranty and parts inquiries.
• Lead initiatives to enhance dealer service support.
• Document interactions and decisions in Salesforce CRM.
• Cross-train and oversee multiple BBG brand areas.
• Manage warranty and pre-authorization claims.
• Analyze trends and identify product quality improvements.
• Adjust labor rates and goodwill gestures based on cases.

Skills

Strong technical background

Excellent communication skills

Customer service focus

Analytical and decision-making skills

Verbal and written interpersonal

Boating experience

Ability to learn software quickly

Discretion and judgment

Education

High School Diploma or GED

Tools

Salesforce.com

OBMS

Compass environment

Job description

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 advanced technical and service support to dealers, consumers, and internal partners across Brunswick Boat Group’s (BBG) multi‑brand portfolio. Interprets and applies BBG warranty policies, procedures, and service standards to ensure consistency, efficiency, and exceptional customer support outcomes.

This role serves as the highest level of technical escalation within assigned product areas, providing expert guidance on complex service, warranty, and product‑related issues. The position requires strong technical expertise, proactive problem‑solving, sound judgment, and the ability to independently manage highly complex and sensitive customer situations. Success in this role requires effective cross‑functional collaboration, analytical thinking, continuous improvement leadership, and a commitment to delivering exceptional dealer and customer experiences. The ability to influence outcomes, drive process improvements, mentor others, and exercise discretion in decision‑making is essential.

At Brunswick, we have passion for our work and a distinct ability to deliver.

Essential Functions

• Acts as a dealer and customer advocate to support prompt and accurate technical support.
• Acts as the technical product knowledge expert for assigned products and systems.
• 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.
• Autonomous, rigorous and working to meet high standards in customer and dealer relationship while also delivering on target KPIs.
• Documents all interactions and decision‑making rationale in Salesforce CRM.
• Cross‑trains and provides oversight and expertise for multiple brand areas within BBG.
• Completes tasks, initiatives, and projects assigned by manager.
• Manage and oversee the resolution of 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 exhibit 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.
• Manages warranty compliance for open service campaigns and recalls.
• Manages supplier warranty review 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, work with teams cross functionally to project trends and apply solutions proactively.
• Approves pre‑authorization and payment of warranty claims.
• Manages escalated dealer and customer inquiries related to parts, warranty, service, and repair.
• Fulfills parts orders within designated scope.

Leadership & Development

• Designs and implements dealer and internal training support as needed.
• Develop and recommend efficiency improvement practices in the P&A, Warranty, and Technical Support areas.
• Partners with management in the new product development program for new and refresh boats, by identifying appropriate service needs, parts improvements 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.

Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way.

Required Qualifications

• High School Diploma or GED.
• Strong technical background
• Ability to quickly learn and navigate through software and online programs.
• Ability to independently assess and resolve complex issues using sound judgment and discretion.
• Excellent communication skills, empathy, rigorous, organized and structured
• Verbal and written interpersonal skills with a customer service focus.
• Strong analytical and decision‑making skills.
• Boating experience and knowledge of fiberglass boats.

Preferred Qualifications

• Familiarity with OBMS and Compass environment preferred
• Familiarity with Salesforce.com environment preferred
• Familiarity with reading production prints and schematics

Working Conditions

• Hybrid (in the office 2-3x per week)
• Available to travel occasionally

The anticipated pay range for this position is $49,900 to $69,300, annually. The actual base pay offered will vary depending on multiple factors including job‑related knowledge/skills, relevant experience, business needs, and geographic location. In addition to base pay, this position is eligible for a short‑term incentive program.

At Brunswick, it is not typical for an individual to be hired at or near the top end of the salary range for their role. Compensation decisions are dependent upon the specifics of the candidate’s qualifications and the business context.

This position is eligible to participate in Brunswick's comprehensive and high‑quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), wellbeing program, product purchase discounts and much more.

Why Brunswick

Whatever tomorrow brings, we’ll be at the leading edge. As the clear leader in the marine industry, we’re committed to our values and supporting our exceptional people. We offer valuable benefits including a competitive 401(k) plan with company match, health benefits, paid time off, a robust Wellness Program, and much more. In addition, we’re proud of being recognized for making a splash with numerous awards!

About Brunswick Boat Group

Brunswick Boat Group is home to a diverse portfolio of iconic marine brands, including Bayliner, Boston Whaler, Crestliner, Cypress Cay, Harris, Heyday, Lowe, Lund, Navan, Princecraft, Protector, Quicksilver, Rayglass, Sea Ray, Spartan, Thunder Jet, and Uttern. Each brand carries a legacy of innovation, craftsmanship, and performance that has shaped the boating industry worldwide.

Next is Now!

We value growth and development, recognizing that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying.

Brunswick is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by federal, state, or local law. Diversity of experience and skills combined with passion is key to innovation and inspiration and we encourage individuals from all backgrounds to apply. If you require accommodation during the application or interview process, please contact [e-mail] for support.

Brunswick and Workday Privacy Policies

Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: [e-mail] or 866-278-6942.