Brunswick is the market leader in the marine, fitness, bowling and billiards industries; and our participation in these industries is deliberate. No company has Brunswick�s breadth and scope in the marine industry. No company equals Brunswick�s quality and innovation in fitness equipment. And no company possesses Brunswick�s knowledge and heritage in bowling and billiards.

Job Description

Customer Contact
1. Maintains contact with customer accounts and end-users through phone contact, email, faxes and correspondence.
2. Explains and administers company policies and procedures pertaining to customer service (e.g., warranty policy, parts credit, return policy, etc.)
3. Communicates effectively with internal customers (within Customer Support and other departments) on the status of current field failures, and assists in determining corrective action to ensure customer satisfaction.

Technical Support

1. Provides technical assistance to Life Fitness Technicians and Independent Service Organization using both oral and written communication skills.
2. Use service documents and troubleshooting guides to diagnose unit issues with successful resolution.
3. Enter service request to dispatch a technician when needed to fix equipment.
4. Demonstrates the ability to use and read schematics to be able to solve technical problems.
5. Identify repeat issues with unit and troubleshoot effectively or escalate to resolve.

Parts Orders:
1. Assists customers with part orders using ORACLE computer system, this includes data-entry of customer numbers, part numbers, quantity, etc.
2. Process customer warranty or billable parts orders or returns
3. Follow up on orders that could not be resolved on the first call.

Any equivalent combination of education and experience that provides the applicant with the knowledge, skills, and abilities required to perform the job will be considered.

EDUCATIONAL REQUIREMENTS

1. High School diploma or equivalent required.
2. AA in electronics, Technical School Degree, or Equivalent Technical training preferred

PROFESSIONAL EXPERIENCE

1. Minimum 2 years Customer Service phone experience.
2. Technical hands on experience in actual repairs of electro-mechanical equipment at customer locations preferred.
3. Excellent verbal and written communication skills.
4. Experience with Microsoft Word, Excel and Oracle a plus.
5. Type 35 wpm minimum.
6. Field equipment repair experience preferred.

Additional Skills Preferred:

1. Detail-oriented with a strong ability to recognize parts and part numbers.
2. Must participate as a team player.
3. Ability to deal with fast-paced environment with a high volume of phone calls on a consistent basis.
4. Other duties as required by position.
5. Must be able to multitask.
6. Able to work independently with minimal direct supervision.
7. Respond to customers in a professional and courteous manner.
8. Must be flexible and adapt quickly to change
9. Proven Problem Solving Skills
10. Positive and proactive attitude

Requirements:

1. Complete quarterly field travel with our local field service personnel.
2. Successfully complete technical certification training
3. Successfully complete a bi-annual re-certification exam
4. Two year commitment to this role.

Metrics performance will be measured on:

1. Successful phone fix resolution
2. Call handle time, # of calls and adherence
3. Attendance
4. Quality of phone calls or e-mails