Remote Marine Technical Support Specialist

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid vacation

401k with company match

Well-being program

Product purchase discounts

Job summary

Brunswick Corporation is seeking a Customer Support Technician for Mercury Marine in a hybrid role, primarily remote with periodic travel to Fond du Lac, WI. You will serve as the main contact for consumers, dealers, and boat builders, handling product issues with high-quality technical support and service.

The role emphasizes ownership, problem resolution, and adherence to warranty processes, with opportunities to earn bonuses and pursue certifications like Mercury Master and Lean Six Sigma

Qualifications

• 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.

Responsibilities

• 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.

Skills

Discretion

Complex issue resolution

Creative problem solving

Communication

Organizational skills

Thrives under pressure

Education

Technical college degree preferred

2+ years marine technical experience

Mercury product service experience preferred

Job description

Brunswick Corporation is seeking a Customer Support Technician for Mercury Marine in a hybrid role, primarily remote with periodic travel to Fond du Lac, WI. You will serve as the main contact for consumers, dealers, and boat builders, handling product issues with high-quality technical support and service.

The role emphasizes ownership, problem resolution, and adherence to warranty processes, with opportunities to earn bonuses and pursue certifications like Mercury Master and Lean Six Sigma