Consumer Support Specialist

Mercury Marine; Fond du Lac (WI); Hybrid; USD 63,000 - 91,000; Full time

Benefits offered by this job

Medical coverage

Dental

Vision

Paid vacation

401k match

HSA

Job summary

Mercury Marine, a Brunswick division, is seeking professionals for a hybrid role based in Fond du Lac, WI. You will serve as the primary contact for consumers, dealers and boat builders, delivering prompt technical support and top-tier customer service while handling warranty issues and coordinating with field service teams.

Ideal candidates have a technical college background, 2+ years in marine tech, and experience with Mercury products.

Qualifications

• Knowledge, skill and ability requirements include discretion and independent judgment in resolving significant issues.
• Ability to resolve complex issues to satisfaction of multiple parties.
• Ability to address issues creatively and maintain professional interactions.
• Strong communication and organizational skills.
• Desire to own projects and drive them to completion.

Responsibilities

• Provide technical support and customer service to Consumers, dealers and boat builders.
• Respond to customer contacts via telephone, fax, email and MercNET.
• Own customer complaints and follow through to resolution.
• Maintain detailed records of correspondence with customers.
• Assist with warranty evaluation and eligibility of damaged components.
• Become Mercury Certified Technician; advance to Master Certification after 5 years.

Skills

Technical support

Customer service

Warranty handling

Mercury product knowledge

Communication

Quality & problem solving

Education

Technical College degree

Marine industry experience

Mercury products experience

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

As part of the talented team, you will act as the primary point of contact for Consumers, as well as dealers and boat builders, and to respond promptly and consistently to product issues while providing the highest level of technical support and customer service. The location of this position is hybrid in nature - primarily remote work with periodic travel to the main office in Fond du Lac, WI or other locations as required.

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

As part of the talented team, you will act as the primary point of contact for Consumers, as well as dealers and boat builders, and to respond promptly and consistently to product issues while providing the highest level of technical support and customer service. The location of this position is hybrid in nature - primarily remote work with periodic travel to the main office in Fond du Lac, WI or other locations as required.

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

Essential Functions

• Provide technical support and customer service to Consumers, dealers and boat builders.
• Respond promptly to customer contacts via telephone, fax, email and MercNET.
• Take ownership of customer complaints and follow them through to resolution.
• Maintains detailed telephone, fax, mail and email correspondence records from internal and external customers.
• Agents possess warranty privileges and will be expected to approve/deny claims as necessary.
• Evaluate product failures to ensure consistency in warranty and customer relations adjustments.
• Assist with parts tear-down and inspection of failed components, to determine warranty eligibility.
• Agents are expected, in a timely manner, to become Mercury Certified Technicians. After 5 years of certification, agents are eligible to take the Master Certification test.
• Agents are encouraged to take Green Belt training and become Lean Six Sigma certified, after completing two projects within one year.
• Provide support to Mercury Marine field service personnel. From time to time, agents will travel to assist dealers with field issues.

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

Knowledge, Skill and Ability Requirements:

• Must consistently exercise discretion and independent judgment in resolving issues of significance.
• Must resolve complex issues to the satisfaction of multiple parties.
• Must develop creative ways to address and resolve internal and external issues.
• 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 communication and organizational skills.
• Must thrive in a fast paced, high pressure environment with little direct oversight.
• Strong work ethic with the desire to learn and improve.

Education And Experience Requirements

• Graduate of Technical College is preferred.
• Two or more years of technical experience in the marine industry or related field is preferred.
• Experience servicing Mercury products is preferred.

The anticipated pay range for this position is 62,800 – 90,500 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 an annual discretionary bonus.

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)
• well-being program
• product purchase discounts
• and much more.

Details about our benefits can be found here.

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 Mercury Marine

Mercury Marine is a world leading manufacturer of marine propulsion systems. A $2.6 billion division of Brunswick Corporation (NYSE: BC), Mercury designs, manufactures and distributes engines, services and parts for recreational, commercial and government marine applications, empowering boaters with products that are easy to use, extremely reliable and backed by the most dedicated customer support in the world with 10,000 service points globally. Mercury's industry-leading brand portfolio includes Mercury outboard engines; Mercury MerCruiser sterndrive and inboard packages; Mercury global parts and accessories including propellers, and SmartCraft electronics; Power Products Integrated Solutions; MotorGuide trolling motors; Attwood, Garelick and Whale marine parts; Land 'N' Sea, BLA, Payne's Marine, Kellogg Marine & Lankhorst Taselaar marine parts distribution; and Mercury and Quicksilver parts and oils. More information is available at mercurymarine.com.

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 Corporation participates in E-Verify as part of our commitment to a lawful and transparent hiring process. For additional information click here: https://www.brunswick.com/e-verify.