Brand Service Specialist

Position Overview

This role will oversee, under the guidance of the Brand Service Manager, all brand’s technical service support, manufactured parts support, escalated consumer and legal cases and field service support between the BBG Service Center of Excellence, Manufacturing personnel, and other sources as required.

Essential Functions

• Receive and support dealer inquiries via phone or email for technical support for brand’s products within the target KPI
• Support Tier I and BBG Service CoE in reviewing warranty claims and pre-authorizations
• Manage complex technical cases in partnership with the dealer, customer, Quality, and Manufacturing
• Collaborate with the BBG Service CoE on Technical Training and Content needed by dealers, customers, or internal
• Support onboarding new dealer personnel regarding training as needed
• Notify and collaborate with the CoE for Service Campaign and Recall support needs
• Review Warranty claims and Pre-authorizations over established monetary threshold. Escalate issues within the organization for repeat or complex issues
• Review, respond, and solve complex NPS / CSI cases
• Review, respond, and solve owner inquiries as escalated by Tiers I and II
• Review and collaborate with Legal, Manufacturing, Quality, Vendors, and other internal and external resources as needed, on escalated cases such as buy back requests
• Warranty claims processing and inquiries as needed

Preferred Qualifications

• High School Diploma or GED required
• Minimum of 3 years technical manufacturing experience required with technical marine industry experience preferred
• Familiarity with OBMS and Compass environment preferred
• Familiarity with Salesforce.com environment preferred
• Ability to quickly learn and navigate through software and online programs required
• Effective verbal communication skills
• Excellent follow-up skills
• Highly skilled in interpersonal skills with an ability to connect with others over the phone and email
• Must be flexible to work extended hours to support the requirements of the business
• Ability to work effectively in a collaborative, team environment within a matrix organization

Pay & Benefits

The hiring range for this position is $49,900 - $63,900 annually. The actual base pay offered will vary based on multiple factors including job-related knowledge/skills, relevant experience, business needs, and geographic location. Compensation decisions are dependent upon the specifics of the candidate’s qualifications and the business context. In addition to base pay, this position is eligible for an annual discretionary bonus.

This position is eligible to participate in Brunswick's comprehensive and high-quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), well-being program, product purchase discounts and much more. Details about our benefits can be found here.

Working Conditions

Works in a manufacturing and office environment
Regularly required to sit, stand, walk, climb and bend about the facility
Exposed to dust, odors, fumes and moderate noise.