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**Position Summary:**

The main role of this position is to act as the primary point of contact for Consumers, as well as Outboard dealers and boat builders, and to respond promptly and consistently to product issues while providing the highest level of technical support and customer service.

**Primary Duties and Responsibilities:**

* Provide technical support and customer service to Consumers, Outboard dealers and boat builders.

* Respond promptly to customer contacts via telephone, fax, email and MercNET.

* Exercise independent judgement.

* Take ownership of customer complaints and follow them through to resolution.

* Maintains detailed telephone, fax, mail and email correspondence records from internal and external customers.

* Agents possess warranty privileges and will be expected to approve/deny claims as necessary.

* Evaluate product failures to ensure consistency in warranty and customer relations adjustments.

* Assist with parts tear-down and inspection of failed components, to determine warranty eligibility.

* Represents office of the president and the chairman of Brunswick relative to consumer issues, responding through appropriate channels on a case by case basis.

* 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 to Mercury Marine field service personnel. From time to time, agents will travel to assist dealers with field issues.

* Act as an instructor for in-house product service training.

* Participate in special and ad hoc projects as needed.

**Knowledge, Skill and Ability Requirements:**

* Must consistently exercise discretion and judgment in resolving issues.

* 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:**

Required Qualifications

* Two or more years of technical experience working on / with engines or related field.

Preferred Qualifications

* Associates degree or graduate of a technical college program is preferred.

* Two or more years of technical experience in the marine industry or related field.

* Experience servicing Mercury products.

*We recognize 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. Diversity of experience and skills combined with passion is a key to innovation and inspiration. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.*

Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled

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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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