Large Vessel Support Specialist
Mercury Marine, Fond du Lac, WI, United States
Position Overview
As part of the talented Customer Experience team, you will be responsible for providing all dealer, broker, and retail customers with technical/service support, assistance in the areas of service management, customer relations/satisfaction, warranty adjustment, product performance, and installation for all Mercury and Brunswick Advanced Systems Group products and specializing in large vessel systems and electronic integration and connectivity.
Essential Functions
Provide service management counseling, onsite training in service management and technical areas.
Clearly communicate information to the service product, manufacturing and quality engineering groups.
Investigate, diagnose and resolve service-related product malfunctions and issues.
Complete ongoing evaluations of all dealers and assist them to upgrade their service of Mercury products and provide ultimate customer satisfaction in a profitable manner.
Perform other duties as assigned by the RSM.
Territory account management responsibilities for:
Prospecting and dealer selection for best service.
Dealer non-renewals/terminations interacting with sales, credit departments.
Dealer service development and technical training.
Assist OEM boat-builder service as required.
Organize dealer visits to provide improved dealer support.
Provide in-field support to Mercury Legal department for product liability, product failure lawsuits, including onsite inspections, depositions, and participation as a witness.
Face-to-face interaction with consumers to resolve their product questions and issues.
Participate and assist Marketing department with local, regional, national boat shows, tournaments, and special events, as required.
Required Qualifications
Thorough knowledge of Mercury products.
Thorough knowledge of large vessel systems, with focus on electrical systems.
Full understanding of customer service philosophy and procedures of the company.
Thorough knowledge of marine industry service management.
Interpersonal skills necessary to deal with customers.
Effectively plan, develop, execute strategies for product issue resolution, installation and integration.
Excellent organization and planning skills.
Willingness to travel (75% - 90%). Occasional multi-week travel events may be required.
Ability to work independently, make accurate decisions and analyze risk.
Excellent interpersonal skills, meticulous data gathering capabilities.
Computer and technology skills, capitalizing on effective communication through digital media.
Preferred Qualifications
High School Graduate plus 2 years junior or technical college.
High School Graduate and technical training coursework.
6-8 years in marine service-related capacity.
BS Engineering or Technical Degree.
The hiring range for this position is $86,500 – 126,800 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.
Equal Opportunity Employer
Brunswick is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by federal, state, or local law. Diversity of experience and skills combined with passion is key to innovation and inspiration and we encourage individuals from all backgrounds to apply. If you require accommodation during the application or interview process, please contact hrsharedservices@brunswick.com for support.
Brunswick Corporation participates in E-Verify as part of our commitment to a lawful and transparent hiring process. For additional information: https://www.brunswick.com/e-verify.
Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: hrsharedservices@brunswick.com or 866-278-6942.
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As part of the talented Customer Experience team, you will be responsible for providing all dealer, broker, and retail customers with technical/service support, assistance in the areas of service management, customer relations/satisfaction, warranty adjustment, product performance, and installation for all Mercury and Brunswick Advanced Systems Group products and specializing in large vessel systems and electronic integration and connectivity.
Essential Functions
Provide service management counseling, onsite training in service management and technical areas.
Clearly communicate information to the service product, manufacturing and quality engineering groups.
Investigate, diagnose and resolve service-related product malfunctions and issues.
Complete ongoing evaluations of all dealers and assist them to upgrade their service of Mercury products and provide ultimate customer satisfaction in a profitable manner.
Perform other duties as assigned by the RSM.
Territory account management responsibilities for:
Prospecting and dealer selection for best service.
Dealer non-renewals/terminations interacting with sales, credit departments.
Dealer service development and technical training.
Assist OEM boat-builder service as required.
Organize dealer visits to provide improved dealer support.
Provide in-field support to Mercury Legal department for product liability, product failure lawsuits, including onsite inspections, depositions, and participation as a witness.
Face-to-face interaction with consumers to resolve their product questions and issues.
Participate and assist Marketing department with local, regional, national boat shows, tournaments, and special events, as required.
Required Qualifications
Thorough knowledge of Mercury products.
Thorough knowledge of large vessel systems, with focus on electrical systems.
Full understanding of customer service philosophy and procedures of the company.
Thorough knowledge of marine industry service management.
Interpersonal skills necessary to deal with customers.
Effectively plan, develop, execute strategies for product issue resolution, installation and integration.
Excellent organization and planning skills.
Willingness to travel (75% - 90%). Occasional multi-week travel events may be required.
Ability to work independently, make accurate decisions and analyze risk.
Excellent interpersonal skills, meticulous data gathering capabilities.
Computer and technology skills, capitalizing on effective communication through digital media.
Preferred Qualifications
High School Graduate plus 2 years junior or technical college.
High School Graduate and technical training coursework.
6-8 years in marine service-related capacity.
BS Engineering or Technical Degree.
The hiring range for this position is $86,500 – 126,800 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.
Equal Opportunity Employer
Brunswick is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by federal, state, or local law. Diversity of experience and skills combined with passion is key to innovation and inspiration and we encourage individuals from all backgrounds to apply. If you require accommodation during the application or interview process, please contact hrsharedservices@brunswick.com for support.
Brunswick Corporation participates in E-Verify as part of our commitment to a lawful and transparent hiring process. For additional information: https://www.brunswick.com/e-verify.
Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: hrsharedservices@brunswick.com or 866-278-6942.
#J-18808-Ljbffr