Brand Service Specialist

Provides advanced technical and service support to dealers, consumers, and internal partners across Brunswick Boat Group's (BBG) multi-brand portfolio. Interprets and applies BBG warranty policies, procedures, and service standards to ensure consistency, efficiency, and exceptional customer support outcomes. This role serves as the highest level of technical escalation within assigned product areas, providing expert guidance on complex service, warranty, and product-related issues. The position requires strong technical expertise, proactive problem-solving, sound judgment, and the ability to independently manage highly complex and sensitive customer situations.

Responsibilities

Acts as a dealer and customer advocate to support prompt and accurate technical support; Acts as the technical product knowledge expert for assigned products and systems; 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; Autonomous, rigorous and working to meet high standards in customer and dealer relationship while also delivering on target KPIs; Documents all interactions and decision-making rationale in Salesforce CRM; Cross-trains and provides oversight and expertise for multiple brand areas within BBG; Completes tasks, initiatives, and projects assigned by manager; Manage and oversee the resolution of 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 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; Manages warranty compliance for open service campaigns and recalls; Manages supplier warranty review 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, work with teams cross functionally to project trends and apply solutions proactively; Approves pre-authorization and payment of warranty claims; Manages escalated dealer and customer inquiries related to parts, warranty, service, and repair; Fulfills parts orders within designated scope; Designs and implements dealer and internal training support as needed; Develop and recommend efficiency improvement practices in the P&A, Warranty, and Technical Support areas; Partners with management in the new product development program for new and refresh boats, by identifying appropriate service needs, parts improvements 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

Requirements

High School Diploma or GED; Strong technical background; Ability to quickly learn and navigate through software and online programs; Ability to independently assess and resolve complex issues using sound judgment and discretion; Excellent communication skills, empathy, rigorous, organized and structured; Verbal and written interpersonal skills with a customer service focus; Strong analytical and decision-making skills; Boating experience and knowledge of fiberglass boats

Nice to have

Familiarity with OBMS and Compass environment preferred; Familiarity with Salesforce.com environment preferred; Familiarity with reading production prints and schematics

Benefits

Medical, dental, vision; Paid vacation and paid time off; 401k (up to 4% match); Health Savings Account (with company contribution); Wellbeing program; Product purchase discounts; Short-term incentive program