Mercury Marine - Product Support Specialist

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Position Summary:

The main role of this position will be to act as the primary contact for technical assistance with our dealers and boat builders for the Mercury Marine Outboard product line, while providing the highest level of technical support, as well as providing customers with the highest level of customer service.

Primary Duties and Responsibilities:

Provide technical support and customer service to Outboard dealers, boat builders and consumers.Exercise independent judgementFollow through and take ownership in resolving product issues.Maintains detailed telephone, fax, mail and email correspondence records from internal and external customers.Respond promptly to customer contacts via phone, fax, email and MercNET.Agents possess warranty privileges and will be expected to approve/deny claims as necessary.Evaluate failures with product integrity/warranty ensuring 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, they 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.Many agents create in-depth trouble shooting guides to assist our Dealers with diagnostics and troubleshooting.Provide support and assistance to our field personnel. From time to time, agents will travel to assist dealers with field issues.Act as a member of a product team along with the appropriate Service Product Manager. This will further improve dissemination of product information to the specialization teams.Act as an instructor for in-house product service training.May act as a Team Leader for technical service specialization team.Participate in special and ad hoc projects as needed

Knowledge, Skill and Ability Requirements:

Working knowledge of Mercury Marine policies and procedures.Must consistently exercise discretion and judgment in resolving issues of significance to Mercury Marine.Must resolve complex issues to the satisfaction of multiple parties.Must develop creative ways to address and resolve internal and external issues.Strong communication skills.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 computer skills.Strong organizational skills.Must thrive in a fast paced, high pressure environment with little direct oversight.Strong work ethic.Strong desire to learn and improve.

Education and Experience Requirements:

Graduate of Technical College preferred.Two to four years technical experience in the marine industry or related field.Experience servicing Mercury products.

We are the people behind life’s passions.

Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors.  For help, please contact our support team at: hrservicecenter@brunswick.com or 1-888-735-4767.

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