Technical Service Representative

Are you ready for what’s next?_
- Come explore opportunities within Brunswick, a global marine leader committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond. Brunswick believes “Next Never Rests,” and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation._

The Technical Service Representative will be responsible for responding to customer inquiries which will take the form of requests for information, customer complaints and other general after sales, P&A and service matters. The Technical Service Representative will also be responsible for escalating any issues and tasks outside of their capabilities to the relevant teams within the organization and then monitoring the tasks through to resolution.

Accountabilities:

- Manage warranty claim processing and adjudication from dealer submission to their resolution by evaluating claims in accordance with the warranty procedure, controlling credit notes and issuing pre-authorization numbers, re-invoicing the dealers place orders on P&A and organize return parts to destination.
- Follow up to ensure timely resolution of issues by tracking the progress and report on the status of “open issues”, including support for the legal cases.
- Provide warranty/quality-related training to dealers - Organize and lead training sessions on any boat product and training for warranty claims administration and service-related process.
- Following-up yards interventions from submission to resolution in ensuring that the established process is respected (confirming yards intervention necessity, putting together appropriated documentations, following up with planning and proper communication to dealers)
- Provide support for the resolution of legal issues by escalating product issues; attending court disputes if requested; weekly review of the legal cases and making sure information is shared with SMT
- Provide assistance on P&A references and catalogues to dealers and following up on P&A orders related to warranty cases
- Collaborate with the other functions within the Boat Business Unit to support events such as exhibitions & boat shows, Sales promotional days, Open-door days, Press tests, dealer meetings
- Back-up for other markets
- Operating as back-up person for covering Service and P&A requests coming from other markets and network when other team members are off work or have workload constraints.
- Support the EMEA After Sales Team by administrating the warranties in the extranet and facilitating the communication with the Belgium group.
- Attend calls with the quality and production members to share field issues in order avoid second occurrences of warranty inquiries.

Provides P&A assistance to customers:

- Provides information about parts for current or old/discontinued models;
- Communicates to dealers product availability on a daily basis;
- Provides information about freight quotation;
- Processes customer orders according to sales conditions and in line with company policies
- Ensures follow-up of P&A back order and inform dealers about expected delivery date;
- Provides assistance for claims and return requests (credit notes)
- Answers first level technology questions;
- Participates in various process improvement initiatives related to Customer Care.

Skills & Competencies:

- Relevant experience in Technical Customer role with at least 5 years' experience.
- Understanding of key boat aspects.
- Thorough knowledge of the products and of the distribution networks is essential.
- Familiar with MS Office suite (Word, Excel, PowerPoint, Outlook).
- A very good verbal and written Portuguese, English and French are needed. Any other European language is a plus.
- Understand and comply with manufacturer’s documentation and technical information applicable to our boat products.
- Good customer management - Build and maintain constructive relationships with customers (dealers and end consumers, where applicable)
- Specific Problem-solving skills:

- Be able to diagnose and analyze product and service-related problems encountered on the field.
- Provide timely, accurate service information for the repair and prevention of problems on all products.
- Encourage use of recommended policies/products.
- Next is Now_
- Brunswick is committed to providing a workplace that offers equal employment opportunities based solely on merit. Therefore, discrimination based on race, color, religion, sex, national origin, disability, veteran status or any other protected status under applicable local, state or federal law is not tolerated._

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