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Product Support Specialist

4 months ago

Fond du Lac, United States Brunswick Corporation Full time

**_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 'œNext Never Restsâ„¢,'
- and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation. _

**Position Summary**:
This position acts as the primary contact for technical assistance between Mercury Dealers, OEMs, TAMs, LVSS’, PAE’s and all other divisions of Mercury and Brunswick. The TSS role is responsible for assistance with all Mercury Marine and Brunswick products, while providing the highest level of technical support and customer service to our customers. This position reports to a team lead and regional RSM. This is a remote position.

**Primary Duties and Responsibilities**:

- Provide prompt remote technical support and customer service to consumers, dealers, boat builders, internal staff, and external partners.
- Exercises thorough follow through and ownership of product issues to resolution.
- Exercises detailed correspondence and data recording.
- Evaluate and resolve deficiencies in product integrity, installation, and maintenance.
- Evaluate and resolve warranty issues ensuring consistency with CR adjustments.
- Participate with return parts tear-down and inspections, as required.
- Daily execution of resolution strategies to deliver positive consumer experiences.
- Possess all current Mercury University product certifications.
- Travel as directed to participate with training and support.

**Knowledge, Skills, and Ability Requirements**:

- Able to consistently exercise discretion and judgment in resolving escalated product issues through creativity and documented processes.
- Strong organization, communication, and documentation skills.
- Maintain professionalism, demeanor, and courteous interactions in all situations.
- Recognize, document, communicate and escalate emerging product issues.
- Drive to take ownership of projects and see them to completion.
- Able to thrive in a fast paced, dynamic, changing environment with mínimal oversight. Strong work ethic and a desire to learn and implement active self-improvement.

**Education and Experience Requirements**:

- Minimum three years industry technical experience or related field.
- Experience with Mercury and Brunswick products.
- Next is Now _

Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled

EEO is The Law

Brunswick Corporation - Mercury Marine