Brand Service Specialist

Brunswick is 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 offers a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation.

About the role

Provides advanced technical and service support to dealers, consumers, and internal partners across Brunswick Boat Group's (BBG) multi-brand portfolio. Interprets and applies BBG warranty policies, procedures, and service standards to ensure consistency, efficiency, and exceptional customer support outcomes. This role serves as the highest level of technical escalation within assigned product areas, providing expert guidance on complex service, warranty, and product-related issues. The position requires strong technical expertise, proactive problem-solving, sound judgment, and the ability to independently manage highly complex and sensitive customer situations. Success in this role requires effective cross-functional collaboration, analytical thinking, continuous improvement leadership, and a commitment to delivering exceptional dealer and customer experiences. The ability to influence outcomes, drive process improvements, mentor others, and exercise discretion in decision-making is essential.

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
• Works autonomously to meet high standards in customer and dealer relationships while 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
• Manages and oversees 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 internal Customer Service and plant quality teams
• Exercises independent judgment and strong decision-making skills by strategically adjusting labor rates, flat rates, and warranty repairs, and extending goodwill gestures based on specific circumstances, 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, works 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

Leadership & development

• Designs and implements dealer and internal training support as needed
• Develops and recommends efficiency improvement practices in the P&A, Warranty, and Technical Support areas
• Partners with management in the new product development program for new and refresh boats, by identifying appropriate service needs, parts improvements, and warranty analytics
• Reports and recommends process improvements to BBG Engineering, Quality, and Sourcing teams
• Completes training to maintain and improve product knowledge and skillset

Requirements

Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way.

• High School Diploma or GED
• Strong technical background
• Ability to quickly learn and navigate through software and online programs