Consumer Support Specialist

As part of the talented team, you will act as the primary point of contact for Consumers, as well as dealers and boat builders, and to respond promptly and consistently to product issues while providing the highest level of technical support and customer service. The location of this position is hybrid in nature - primarily remote work with periodic travel to the main office in Fond du Lac, WI or other locations as required.

Responsibilities

Act as the primary point of contact for Consumers, as well as dealers and boat builders; Respond promptly to customer contacts via telephone, fax, email and MercNET; Take ownership of customer complaints and follow them through to resolution; Maintain detailed telephone, fax, mail and email correspondence records from internal and external customers; Possess warranty privileges and approve/deny claims as necessary; Evaluate product failures to ensure consistency in warranty and customer relations adjustments; Assist with parts tear-down and inspection of failed components to determine warranty eligibility; Become Mercury Certified Technicians in a timely manner; Provide support to Mercury Marine field service personnel; Travel to assist dealers with field issues from time to time

Requirements

Must consistently exercise discretion and independent judgment in resolving issues of significance; Must resolve complex issues to the satisfaction of multiple parties; Must develop creative ways to address and resolve internal and external issues; Must maintain respectful and professional interaction with various personality types in complex situations; Must 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 communication and organizational skills; Must thrive in a fast paced, high pressure environment with little direct oversight; Strong work ethic with the desire to learn and improve

Nice to have

Graduate of Technical College is preferred; Two or more years of technical experience in the marine industry or related field is preferred; Experience servicing Mercury products is preferred; Green Belt training and Lean Six Sigma certification

Benefits

Medical; Dental; Vision; Paid vacation; Paid time off; 401k (up to 4% match); Health Savings Account (with company contribution); Well-being program; Product purchase discounts; Annual discretionary bonus