Consumer Support Specialist

brunswick; United States; Hybrid; USD 63,000 - 91,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Paid vacation

401k (up to 4% match)

Health Savings Account

Well-being program

Product purchase discounts

Job summary

Brunswick is seeking a Customer Service/Technical Support professional for Mercury Marine products. You will be the primary contact for Consumers, dealers, and boat builders, handling issues with prompt, thorough service.

The role emphasizes warranty decisions, product issue escalation, and collaboration with engineering and product management, with periodic travel to the Fond du Lac area or other sites.

Qualifications

• Must exercise discretion and independent judgment in resolving significant issues.
• Must resolve complex issues to the satisfaction of multiple parties.
• Strong communication and organizational skills.
• Ability to work in fast-paced, high-pressure environments.

Responsibilities

• Provide technical support and customer service to Consumers, dealers and boat builders.
• Respond to customers via telephone, fax, email and MercNET.
• Take ownership of customer complaints through resolution.
• Maintain detailed correspondence records across channels.
• Evaluate product failures for warranty and customer-relations impact.
• Assist with parts tear-down and warranty eligibility determinations.
• Support Mercury field service personnel and travel as needed.

Skills

Discretion

Problem-solving

Communication

Organization

Education

Technical College degree

2+ years marine industry experience

Tools

Mercury product servicing

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. 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:

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.

Salary and Benefits:

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 .

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

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 application