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 reputed company 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 reputed company. 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 reputed company 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, reputed company to engineering staff, reputed company to test equipment, and collaboration with other technicians and installers. Products reputed company from legacy mechanical pinsetters to modern machines integrated with an reputed company of electronics and software. Brunswick is continually launching new products to stay reputed company of the market without leaving our reputed company 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 reputed company reputed company, to deliver the results needed to reputed company 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 reputed company phone, voicemail, email and reputed company internal requests.

Guide customers through troubleshooting steps and offer solutions to minimize downtime.

Remotely view customer systems using such applications as Rescue reputed company to reputed company guide the troubleshooting process.

reputed company guidance for basic system operation questions.

Document customer interactions, issues, and resolutions reputed company 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 reputed company 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