Job details

Technical Service Representative Germany, France, Benelux & Switzerland - European Venture Group

Company details

Brunswick Marine in EMEA , with EMEA headquarter in Petit-Rechain, Belgium, is an affiliated company of Brunswick Corporation, the world’s leading provider of marine engines and pleasure boats. The Group employs 14,000 people and its products are sold throughout North America, Europe, Asia Pacific, Latin America, Africa and the Middle East. Brunswick features the world’s premier nautical brands (Mercury, Attwood, Valiant, Quicksilver, Uttern, Sea Ray, Boston Whaler, Bayliner, Lankhorst Taselaar…).. More information is available at www.brunswick.com

The company is certified ISO 9001.

Function

The Quicksilver & Uttern boat brands 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 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 organisation and then monitoring the tasks through to resolution.

Accountabilities:

  • Manage the Quicksilver & Uttern 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.
  • Offer support via phone or email to the dealers related to boat warranty/quality and other service-related inquiries; communicate via letters and bulletins related to technical documentation and updates (on Recalls & Pre-Delivery Inspection checklists…).
  • 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 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.

Profile

You are a bright, creative, and talented individual who enjoys working with some of the world's greatest brands in a multi-cultural, multi-lingual environment. In addition, you have the following skills:

  • Good verbal and written in French, German and English
  • Relevant experience in Technical Customer role (understanding of key boat aspects is a plus but not a must)
  • A Technical degree is preferred
  • Familiar with MS Office suite (Word, Excel, PowerPoint, Outlook)
  • Good customer management - Build and maintain constructive relationships with customers (dealers and end consumers, where applicable)
  • Ability 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.

Language

French, German and English. Any other European language is a plus.

Offer

  • A competitive salary package in line with your experience & expertise
  • Extra-legal benefits such as group and hospitalization insurances, meal vouchers, etc.
  • The opportunity to work autonomously in a diverse function within a fast growing international company leading in its sector
  • The possibility to fully develop your talents and to grow within your function
  • An easily accessible and friendly work place, with free parking
  • Work-life balance: flexible work schedule

  • Placed on:Mon 24 August 2020
  • Location: Petit-Rechain, Belgium

Brunswick Marine in EMEA Inc.

Parc Industriel de Petit-Rechain, Avenue Mercury 8
4800 Verviers
Belgium

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