What are the responsibilities and job description for the Pinsetter and Lane Care Systems Support Technician position at Brunswick Bowling Products Llc?
Job Summary:
Brunswick Bowling Products is looking for a passionate and collaborative problem solver to join our customer support team in Muskegon, MI. This position provides remote technical assistance for legacy and current Brunswick pinsetters, automatic bumper control systems, and lane machines. This is an in-office role with occasional travel for training or advanced troubleshooting.
Duties and Responsibilities:
% of Time Spent
Primary Duties & Responsibilities
75%
- Evaluate and prioritize support requests via phone, voicemail, email and via internal requests.
- Guide customers through troubleshooting steps and offer solutions to minimize downtime.
- Remotely view customer systems using such applications as Rescue Lens to better guide the troubleshooting process.
- Provide guidance for basic system operation questions.
- Document customer interactions, issues, and resolutions via our ticket system.
- Review available resources (personal knowledge, knowledgebase, manuals, team members) to determine the best path(s) for resolution.
- Collaborate with internal teams to escalate complex technical problems as needed.
- Stay up to date with product updates and best practices to enhance troubleshooting capabilities.
25%
- Complete escalation documentation to Software/Hardware/Service/Engineering teams for issues that cannot be resolved using standard troubleshooting.
- Assist service team remotely with installations due to hardware/software issues.
Minimum Position Qualifications:
Experience
Minimum of 5 years of hands-on experience as a bowling center mechanic, with displayed proficiency in pinsetter and lane machine operations.
- Brunswick Pinsetters (Freefall and String)
- Brunswick lanes machines
- Basic knowledge in Brunswick scoring system preferably VP and SYNC
- Able to read flowcharts, wiring schematics and diagrams
- Basic knowledge of electronics with AC and DC circuits
- Computer skills and understanding of computer networking
Education Level
High School Diploma or equivalent (GED). Certifications from pinsetter mechanics training schools and/or OJT programs preferred. Good oral and written communication skills required.
