Product Support Specialist

Position Overview

As part of the talented Customer Experience Team, you will act as the primary technical point of contact for Mercury Marine dealers and boat builders. The Product Support Specialist is expected to respond promptly and consistently to product and warranty issues while providing the highest level of technical and customer support.

• Provide Mercury Marine dealers, and boat builders with technical, diagnostic, repair, and parts support
• Aid dealer technicians with root cause failure diagnostics
• Evaluate product failures to ensure consistency in warranty and customer relations adjustments
• Provide dealers and boat builders with product warranty support
• Respond promptly to all telephone, email, and MercNET inquiries
• Take ownership of all inquiries and follow them through to resolution
• Maintain detailed records of internal and external communication
• Provide support for Mercury Field Service personnel
• Provide backup support for Mercury’s Consumer Support Team when needed
• Assist with training for Mercury personnel as needed
• Participate in offsite repairs independently or in conjunction with field service, engineering, or product management personnel when necessary
• Achieving and maintaining Mercury Certification
• Exercise independent judgment
• Participate in special and ad hoc projects as needed

• Working knowledge of and the ability to diagnose and repair four stroke engines
• Working knowledge of and the ability to diagnose and repair fuel delivery, electrical, cooling, and hydraulic systems
• Working knowledge of CAN data systems and use of diagnostic tools
• Able to consistently exercise discretion and judgment in resolving issues of significance to Mercury Marine
• Able to use creative and critical thinking skills resolve complex issues to the satisfaction of multiple parties
• Strong communication and organizational skills
• Able to maintain respectful and professional interaction with various personality types in complex situations
• Able to 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
• Able to thrive in a fast-paced, high-pressure environment with little direct oversight
• Strong work ethic
• Strong desire to learn and improve
• Minimum of two years of technical experience in the marine industry or related mechanical repair field is required

• Graduate of Technical College or marine service school preferred.

The anticipated pay range for this position is 61,400 – 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.

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!

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…