Provide telephone assistance and troubleshooting methods and procedures to assist customers in resolving the technical problems that may arise relating to the full or specialized line of Brunswick Bowling Products.
Duties and Responsibilities:
60% Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for technical assistance. These calls come from bowling product users, internal and external, experiencing problems with mechanical, hardware, software, networking, and other technologies. Interviews customer's technician and/or management to collect information about problem and leads through diagnostic procedures to determine source of error. Using personal knowledge of the product, guides customer towards determining the most likely cause of the problem. Using modem capabilities, connects with client's computer system to look at detailed errors, upload patches or updates, or download data files for further evaluation. Recommends proper course of action to resolve problems, including documentation of unresolved issues. Handles problem recognition, research, isolation, resolution and follow-up for routine product problems, referring more complex problems to supervisor or specified group. Contacts third-party support vendors to request service on behalf of the customer regarding defective products or unresolved problems. Performance of these duties is expected after normal work hours for emergency situations on an on-call, rotational basis via telephone, pager, or in-person as required.
15% Logs and tracks calls using problem management databases and maintains history records and related problem documentation. Prepares and evaluates incident reports to make recommendations that reduce help line incident rate through customer communication or product quality improvements. Assists in the development, maintenance, and improvement of the call tracking and knowledge base software databases.
15% Consults with engineers to explain or relate hardware and/or software errors or to recommend corrections/improvements to products. Provide input on the performance of products to improve quality during the development process. Offers quality improvement recommendations for management review. Recommends revisions to user reference and training manuals and service procedures. Attends cross-functional team meetings to advise recommended product improvements based on customer input experience. Author Service Letters and Service Bulletins to communicate imperative knowledge for distribution to the internal and external customer base.
10% Develops Technician cross-training materials such as exercises and visual displays. As part of job training or seminar support, directly trains customers or installs bowling equipment on-site or in classroom. This may require travel for extended periods. Maintains bowling equipment used in troubleshooting/replicating product errors. Maintains workstation desktop computer including hardware, software, and peripheral equipment.
Minimum Position Qualifications:
1-3 years experience as a CRC Technician I, or 3 years Bowling Products demonstrated knowledge of Electronics, Mechanical, or Software.
Associate’s degree (A.A.) or equivalent from two-year college or technical school or 3 years related experience and/or training. Electronics, Mechanical, or Computer Science preferred.
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