Service Support Specialist

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Job Description

About the Role

Title: Service Support Specialist

Location: TN-Knoxville

Job Description:

re 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.

Innovation is the heart of Brunswick.  See how your contributions will help transform vision into reality:

Position Overview:

Support a multi-brand organization within focus area of parts and warranty as assigned by direct manager or supervisor. Understand and maintain working knowledge of Brunswick boat brands’ warranty policies and procedures around warranty and parts support. To be successful in this role, candidate will be proactive in their engagement and have a strong teamwork mentality.

At Brunswick, we have passion for our work and a distinct ability to deliver.

Essential Functions:

Support dealer warranty and parts inquiries

Document all interactions in Salesforce CRM

Support key strategic initiatives to develop and enhance dealer service support within BBG

Cross-train to support multiple brand areas within BBG

Other tasks, initiatives, and projects as assigned by manager

Support auditing of Tier 1 claims and accessory order

KPI development and reporting in target area

Warranty Support

Review and Process warranty claims and pre-authorization claims within designated scope

Receive and process escalated registration corrections, research, and document requests for MSOs, Certificates of Origin, and others as needed

Maintain knowledge of open Service Campaigns and Recalls and work with Quality Campaign Manager to ensure warranty specifications are met

Receive and support dealer inquiries regarding warranty coverage and claims systems

Receive and support supplier warranty review and credit recovery

Report common warranty issues to brand quality teams

Review and approve pre-authorization up to $5K for dealer to perform warranty repairs

Review and approve payment of warranty claims up to $5K

Parts Support

Receive and support dealer inquiries for part numbers and parts needs including part of parts

Process parts orders within designated scope

Maintain P&A Parts including current and non-current parts, and kits as needed

Create Purchase Order requests to vendors

Follow-up on vendor purchase orders

Research part pricing and acquisition

Work with brand supply chains as needed in order to fulfill orders

Work with brand teams as needed to validate and manage non-current/retired parts

Track and maintain aged AO reports

Work with suppliers as needed to develop supplier contracts

Work with suppliers and supply chain teams to track and fulfill orders

Connect with suppliers to obtain accurate part number, pricing, and lead time

Process Return Goods Authorizations (RGAs) as needed

Lead & Develop

Provide position and dealer training support as needed

Support Dealer Labor Rate program including maintaining affidavits and correct dealer rates

Support the Warranty Administration Certification training and inquiries as needed

Participate in alignment discussions as needed, to ensure efficiency practices in the P&A and Warranty areas

Assist in HPPD program for new and refresh boats, by identifying appropriate parts needs and warranty analytics

Provide detailed warranty reporting to BBG Engineering, Quality and Sourcing teams

Training as required to maintain and improve product knowledge and skillset

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

Required Qualifications:

High School Diploma or GED

Boating experience and knowledge of fiberglass and aluminum boats

Ability to quickly learn and navigate through software and online programs

Effective, professional verbal and written communication skills

Excellent follow-up skills

Structured and organized

Customer focused person

Dynamic and enthusiastic

Highly skilled in interpersonal skills with an ability to connect with others over the phone and email

Preferred Qualifications:

Familiarity with OBMS and Compass environment preferred

Familiarity with Salesforce.com environment preferred

Working Conditions:

Hybrid (in the office 2-3x per week)

Why Brunswick:

Whatever tomorrow brings, we’ll be at the leading edge.  As the clear leader in the marine industry, we’re committed to our values and supporting our exceptional people. We offer and encourage growth opportunities within and across our many brands. In addition, we’re proud of being recognized for making a splash with numerous awards! 

About Brunswick:

Brunswick Corporate

Brunswick Corporation is a leader in the marine industry, and we’re looking for people just like you to take part in the movement towards better boating for all. We rely on the thoughtful input of people from all backgrounds to create compelling, innovative products for our customers around the globe. As such, diversity, equity, and inclusion are priorities in the enduring culture of our company. As a world leader in emerging recreational products and technologies, when you join our team, you become part of some of the most innovative, forward-looking brands in the marine industry today.

The anticipated pay range for this position is $47,600 to $75,100, annually. The actual base pay offered will vary depending on multiple factors including job-related knowledge/skills, relevant experience, business needs, and geographic location. In addition to base pay, this position is eligible for a short-term incentive program.

At Brunswick, it is not typical for an individual to be hired at or near the top end of the salary range for their role. Compensation decisions are dependent upon the specifics of the candidate’s qualifications and the business context.

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), wellbeing program, product purchase discounts and much more.

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.