Service Support Specialist

Service Support Specialist

Brunswick Corporation

Position Overview:

Provides oversight within the parts and warranty focus area, supporting Brunswick Boat Group’s (BBG) multi‑brand organization. Interprets and applies BBG’s warranty policies and procedures, ensuring consistency and efficiency in warranty and parts support operations. This position requires proactive problem‑solving, independent decision‑making, and cross‑functional collaboration to drive process improvements and enhance dealer support. A strong teamwork mentality, analytical approach, and ability to manage complex issues with discretion are essential for success.

• Independently determines the processing of dealer warranty and parts inquiries.
• Leads and participates in key strategic initiatives to develop and enhance dealer service support within BBG.
• Partners with senior leadership to ensure KPIs continually promote achievable departmental advancement while concurrently fulfilling the KPIs.
• Regularly audits and analyzes Tier 1 claims and accessory orders to identify operational efficiencies, compliance gaps and training opportunities.
• Documents all interactions and decision‑making rationale in Salesforce CRM.
• Cross‑trains and provides oversight for multiple brand areas within BBG.
• Other tasks, initiatives, and projects as assigned by manager.

• Manage and oversee the resolution of all warranty and pre‑authorization claims, including assessing, approving, or denying claims.
• Analyze trends and proactively identify product improvement opportunities and quality challenges to the internal Customer Service and plant quality teams.
• Exercise independent judgment and exhibit strong decision‑making skills by strategically adjusting labor rates, flat rates, and warranty repairs, and extending goodwill gestures based on the specific circumstances of each case, including business impact and customer relations strategy.
• Oversee resolution of escalated registration corrections, research requests, and document requests for MSOs and Certificates of Origin.
• Manage warranty compliance for open service campaigns and recalls.
• Manage supplier warranty review, credit recovery process, and dealer inquiries regarding warranties and claims.
• Analyze common warranty issues and develop and present them to brand‑level quality teams.
• Identify product reliability trends, work with teams cross‑functionally to project trends and apply solutions proactively.
• Approve pre‑authorizations and payment of warranty claims.

• Manage dealer inquiries for all part inquiries.
• Fulfills parts orders within designated scope.
• Maintain P&A Parts including current and non‑current parts, and kits.
• Compose and oversee Purchase Orders to vendors.
• Research part pricing and acquisition to ensure accuracy across BBG.
• Conduct price benchmarking and update inquiries from vendors.
• Collaborate with global teams to fulfill orders, project demand, and manage non‑current parts.
• Oversee and manage all aged AO reports.
• Partner with suppliers to ensure internal policies and challenges are addressed in supplier contracts.
• Evaluate, approve and process Return Goods Authorizations (RGAs).

• Design and implement dealer training support as needed.
• Own and manage the Dealer Labor Rate program including compliance oversight and rate adjustments.
• Support the Warranty Administration Certification training and inquiries.
• Develop and recommend efficiency improvement practices in the P&A and Warranty areas.
• Partner with CoE Manager and brand CS Manager in HPPD program for new and refresh boats, identifying appropriate parts needs and warranty analytics.
• Report and recommend process improvements to BBG Engineering, Quality and Sourcing teams.
• Complete training to maintain and improve product knowledge and skillset.

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

• High School Diploma or GED.
• Boating experience and knowledge of fiberglass and aluminum boats.
• Ability to quickly learn and navigate through software and…