Product Support Specialist

Brunswick Corporation; Fond du Lac (WI); On-site; USD 61,000 - 99,000; Full time

Benefits offered by this job

Benefits package

Job summary

Brunswick Corporation is seeking a Product Support Specialist within the Mercury Marine division. You will be the primary technical contact for dealers and boat builders, addressing product and warranty issues with high-quality customer support.

You will diagnose, repair, and advise on four-stroke engines, CAN data systems, and diagnostics while maintaining thorough records and collaborating with field service, engineering, and product management teams.

Qualifications

• Excellent communication and organizational skills.
• Ability to diagnose and repair four-stroke marine engines.
• Experience with fuel delivery, electrical, cooling, and hydraulic systems.
• Knowledge of CAN data systems and diagnostic tools.
• Two years of technical experience in marine industry or related field.
• Willingness to obtain Mercury Certification.

Responsibilities

• Provide technical, diagnostic, repair, and parts support to Mercury Marine dealers and boat builders.
• Assist with root cause failure diagnostics for dealer technicians.
• Evaluate product failures for warranty and customer relations adjustments.
• Respond promptly to telephone, email, and MercNET inquiries and follow through to resolution.
• Maintain detailed records of communications and support Mercury Field Service personnel.

Skills

Strong communication

Organizational skills

Problem solving

Ability to work under pressure

Desire to learn

Education

Technical College or marine service school (preferred)

Tools

CAN data systems

Diagnostic tools

Computers

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:

:

As part of the talented Customer Experience Team, you will act as the primary technical point of contact for Mercury Marine dealers and boat builders. The Product Support Specialist is expected to respond promptly and consistently to product and warranty issues while providing the highest level of technical and customer support.

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

Essential Functions:

• Provide Mercury Marine dealers, and boat builders with technical, diagnostic, repair, and parts support
• Aid dealer technicians with root cause failure diagnostics
• Evaluate product failures to ensure consistency in warranty and customer relations adjustments
• Provide dealers and boat builders with product warranty support
• Respond promptly to all telephone, email, and MercNET inquiries
• Take ownership of all inquiries and follow them through to resolution
• Maintain detailed records of internal and external communication
• Provide support for Mercury Field Service personnel
• Provide backup support for Mercury’s Consumer Support Team when needed
• Assist with training for Mercury personnel as needed
• Participate in offsite repairs independently or in conjunction with field service, engineering, or product management personnel when necessary
• Achieving and maintaining Mercury Certification
• Exercise independent judgment
• Participate in special and ad hoc projects as needed

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 Customer Experience Team, you will act as the primary technical point of contact for Mercury Marine dealers and boat builders. The Product Support Specialist is expected to respond promptly and consistently to product and warranty issues while providing the highest level of technical and customer support.

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

Essential Functions:

• Provide Mercury Marine dealers, and boat builders with technical, diagnostic, repair, and parts support
• Aid dealer technicians with root cause failure diagnostics
• Evaluate product failures to ensure consistency in warranty and customer relations adjustments
• Provide dealers and boat builders with product warranty support
• Respond promptly to all telephone, email, and MercNET inquiries
• Take ownership of all inquiries and follow them through to resolution
• Maintain detailed records of internal and external communication
• Provide support for Mercury Field Service personnel
• Provide backup support for Mercury’s Consumer Support Team when needed
• Assist with training for Mercury personnel as needed
• Participate in offsite repairs independently or in conjunction with field service, engineering, or product management personnel when necessary
• Achieving and maintaining Mercury Certification
• Exercise independent judgment
• Participate in special and ad hoc projects as needed

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:

• Working knowledge of and the ability to diagnose and repair four stroke engines
• Working knowledge of and the ability to diagnose and repair fuel delivery, electrical, cooling, and hydraulic systems
• Working knowledge of CAN data systems and use of diagnostic tools
• Able to consistently exercise discretion and judgment in resolving issues of significance to Mercury Marine
• Able to use creative and critical thinking skills resolve complex issues to the satisfaction of multiple parties
• Strong communication and organizational skills
• Able to maintain respectful and professional interaction with various personality types in complex situations
• Able to 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
• Able to thrive in a fast-paced, high-pressure environment with little direct oversight
• Strong work ethic
• Strong desire to learn and improve
• Minimum of two years of technical experience in the marine industry or related mechanical repair field is required

Preferred Qualifications:

• Graduate of Technical College or marine service school preferred.

The anticipated pay range for this position is 61,400 – 98,600 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 and encourage growth opportunities within and across our many brands. In addition, we’re proud of being recognized for making a splash with numerous awards!

About Mercury:

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; 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.

For more information about EEO laws, - click here

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.