Product Support Specialist

Are 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:

As part of our talented team at Mercury Marine, you will 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.

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

Essential Functions:

• Provide technical support and customer service to Outboard dealers, boat builders and consumers.
• Exercise independent judgement
• Follow 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

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

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.

Working Conditions:

• Remote

The anticipated pay range for this position is $61,000 - $98,600 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 an annual discretionary bonus. 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), well-being program, product purchase discounts and much more. Details about our benefits can be found here.

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 valuable benefits including a competitive 401(k) plan with company match, health benefits, paid time off, a robust Wellness Program, and much more.   In addition, we’re proud of being recognized for making a splash with numerous awards!

About Mercury Marine:

Mercury Marine is a world leading manufacturer of marine propulsion systems. A $2.6 billion division of Brunswick Corporation (NYSE: BC), Mercury designs, manufactures and distributes engines, services and parts for recreational, commercial and government marine applications, empowering boaters with products that are easy to use, extremely reliable and backed by the most dedicated customer support in the world with 10,000 service points globally. Mercury’s industry-leading brand portfolio includes Mercury outboard engines; Mercury MerCruiser sterndrive and inboard packages; Mercury global parts and accessories including propellers, and SmartCraft electronics; Power Products Integrated Solutions; MotorGuide trolling motors; Attwood, Garelick and Whale marine parts; Land ’N’ Sea, BLA, Payne’s Marine, Kellogg Marine & Lankhorst Taselaar marine parts distribution; and Mercury and Quicksilver parts and oils. More information is available at mercurymarine.com. 

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.

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 [email protected] for support. 

For more information about EEO laws, - click here

Brunswick and Workday Privacy Policies

Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: [email protected] or 866-278-6942.

All job offers will come to you via the candidate portal you create when applying through a posted position through https:///www.brunswick.com/careers.  If you are ever unsure about what is being required of you during the application process or its source, please contact HR Shared Services at 866-278-6942 or [email protected].

#Brunswick Corporation - Mercury Marine