Job Information
Brunswick Consumer Support Specialist in Fond du Lac, Wisconsin
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.
Job Description
The main role of this position is to 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.
Primary Duties and 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.
Participate in special and ad hoc projects as needed.
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.
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. Diversity of experience and skills combined with passion is a key to innovation and inspiration. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.
Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled
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Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: hrsharedservices@brunswick.com or 866-278-6942.
All job offers will come to you via the candidate portal you create when applying through a posted position through https:///www.brunswick.com/careers . If you are ever unsure about what is being required of you during the application process or its source, please contact HR Shared Services at 866-278-6942 or HRSharedServices@brunswick.com .
#Brunswick Corporation - Mercury Marine
Brunswick is a global leader in marine recreation, delivering innovation that transforms experiences on the water and beyond. Our unique, technology-driven solutions are informed and inspired by deep consumer insights and powered by our belief that “Next Never Rests™”. Brunswick is dedicated to industry leadership, to being the best and most trusted partner to our many customers, and to building synergies and ecosystems that enable us to challenge convention and define the future. Innovative, driven, exceptional, authentic and united, these values represent our Employee Value Proposition and are at the heart of how we work together and what differentiates us as an employer of choice.