Service Support Specialist

Innovation is the heart of Brunswick.  See how your contributions will help transform vision into reality: 

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.  

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

Essential Functions:  

• 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 are continually promoting 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. 

Warranty Support 

• Manage and oversees the resolution of all warranty and pre-authorization claims, including assessing, approving, or denying claims  

• Analyzes trends and proactively identifies product improvement opportunities and quality challenges to the internal Customer Service and plant quality teams. 

• Exercises independent judgment and exhibits 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. 

• Oversees resolution of escalated registration corrections, research requests, and document requests for MSOs and Certificates of Origin. 

• Manages warranty compliance for open service campaigns and recalls. 

• Manages supplier warranty review, credit recovery process, and dealer inquiries regarding warranties and claims. 

• Analyzes common warranty issues and develops and presents them to brand level quality teams. 

• Identifies product reliability trends, works with teams cross functionally in order to project trends and apply solutions proactively. 

• Approves pre-authorizations and payment of warranty claims. 

Parts Support 

• Manages dealer inquiries for all part inquires. 

• Fulfills parts orders within designated scope. 

• Maintains P&A Parts including current and non-current parts, and kits. 

• Composes and oversees Purchase Orders to vendors. 

• Researches part pricing and acquisition to ensure accuracy across BBG. 

• Conducts price benchmarking and updates inquiries from vendors. 

• Collaborates with global teams to fulfill orders, project demand, and manage non-current parts. 

• Oversees and manages all aged AO reports. 

• Partners with suppliers to ensure internal policies and challenges are addressed in supplier contracts. 

• Evaluates, approves and processes Return Goods Authorizations (RGAs). 

Leadership & Development 

• Designs and implements dealer training support as needed. 

• Owns and manages the Dealer Labor Rate program including compliance oversight and rate adjustments. 

• Supports the Warranty Administration Certification training and inquiries. 

• Develops and recommends efficiency improvement practices in the P&A and Warranty areas. 

• Partners with CoE Manger and brand CS Manager in HPPD program for new and refresh boats, by identifying appropriate parts needs and warranty analytics. 

• Report and recommend process improvements to BBG Engineering, Quality and Sourcing teams. 

• Completes 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.  

Required Qualifications:  

• High School Diploma or GED. 

• Boating experience and knowledge of fiberglass and aluminum boats. 

• Ability to quickly learn and navigate through software and online programs. 

• Ability to independently assess and resolve complex issues using sound judgment and discretion. 

• Verbal and written interpersonal skills with a customer service focus. 

• Strong analytical and decision-making skills. 

Preferred Qualifications: 

• Familiarity with OBMS and Compass environment preferred 

• Familiarity with Salesforce.com environment preferred 

Working Conditions:  

• Hybrid (in the office 2-3x per week) 

The anticipated pay range for this position is $48,800 to $77,000, 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 a short-term incentive program. 

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), wellbeing program, product purchase discounts and much more. 

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 Brunswick Boat Group: 

Brunswick Boat Group is home to a diverse portfolio of iconic marine brands, including Bayliner, Boston Whaler, Crestliner, Cypress Cay, Harris, Heyday, Lowe, Lund, Navan, Princecraft, Protector, Quicksilver, Rayglass, Sea Ray, Spartan, Thunder Jet, and Uttern. Each brand carries a legacy of innovation, craftsmanship, and performance that has shaped the boating industry worldwide.