Pinsetter and Lane Care Systems Support Technician
General Information: Brunswick Bowling Products, an iconic brand in sports and recreation, is looking for a problem-solving technician to join our team in Muskegon, MI. Our Pinsetter and Lane Care Systems technicians service a variety of electromechanical machines that are used in bowling and entertainment establishments around the world. Most of this work is done remotely from our headquarters in Muskegon, MI. Brunswick Bowling markets a full lineup of products and services to a global customer base. From shoes to lighting shows, software subscriptions to custom furniture, Brunswick Bowling’s depth and breadth us unmatched. Brunswick Bowling is privately held with operations in the USA, Mexico, Hungary, and a significant sales and service remote workforce. Our benefits are very competitive including 401(K) matching, profit sharing, bonus plan, and health insurance. Come join us! Job Summary: The Pinsetter and Lane Care Systems Technician supports our customers using extensive product knowledge, access to engineering staff, access to test equipment, and collaboration with other technicians and installers. Products range from legacy mechanical pinsetters to modern machines integrated with an array of electronics and software. Brunswick is continually launching new products to stay ahead of the market without leaving our loyal customers behind. This is a collaborative and customer centric role. The ideal candidate will have a passion for solving problems and serving customers. Remote support can be challenging for people that want others to get out of the way so they can take over. Because this is remote you will be working through others, of varying skill levels, to deliver the results needed to keep these machines operating. This job requires patience and the ability to adapt to different customer types and unique problems. Duties and Responsibilities: · Evaluate and prioritize support requests via phone, voicemail, email and via internal requests. · Guide customers through troubleshooting steps and offer solutions to minimize downtime. · Remotely view customer systems using such applications as Rescue Lens to better guide the troubleshooting process. · Provide guidance for basic system operation questions. · Document customer interactions, issues, and resolutions via our ticket system. · Review available resources (personal knowledge, knowledgebase, manuals, team members) to determine the best path(s) for resolution. · Collaborate with internal teams to escalate complex technical problems as needed. · Stay up to date with product updates and best practices to enhance troubleshooting capabilities. · Complete escalation documentation to Software/Hardware/Service/Engineering teams for issues that cannot be resolved using standard troubleshooting. · Assist service team remotely with installations due to hardware/software issues