Senior Technical Service & Warranty Specialist

Brunswick; United States; Hybrid; USD 50,000 - 69,000; Full time

Benefits offered by this job

401(k) with company match

Health benefits

Paid time off

Job summary

Brunswick Boat Group is seeking an experienced Warranty/Technical Support Specialist to provide advanced technical and service support to dealers, consumers, and internal teams. You will interpret warranty policies, guide complex cases, and independently manage warranty and pre‑authorization decisions, collaborating across BBG brands.

You will document decisions in Salesforce, mentor others, and drive improvements in dealer service, while maintaining high customer satisfaction and strong KPI

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.

Responsibilities

• 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.

Skills

Technical background

Software navigation

Analytical thinking

Communication skills

Boating knowledge

Education

High School Diploma or GED

Tools

Salesforce.com

OBMS

Compass

Job description

Brunswick Boat Group is seeking an experienced Warranty/Technical Support Specialist to provide advanced technical and service support to dealers, consumers, and internal teams. You will interpret warranty policies, guide complex cases, and independently manage warranty and pre‑authorization decisions, collaborating across BBG brands.

You will document decisions in Salesforce, mentor others, and drive improvements in dealer service, while maintaining high customer satisfaction and strong KPI