Manager, Technical Service

Brunswick Corp.•Knoxville, TN

59d•Hybrid

About The Position

Brunswick Boat Group is seeking a dedicated and detail-oriented professional to support a multi-brand organization within focus area of leading a team of technical service professionals to deliver exceptional support to consumers and dealers in the marine industry. This role is responsible for managing technical experts, complex service and product cases, driving continuous improvement in product quality and design, managing escalated service issues, and ensuring high levels of customer satisfaction through data-driven service strategies and cross-functional collaboration. The ideal candidate has a strong technical background, is organized, analytical, has teamwork mentality, good leadership and a passion for delivering outstanding customer service. At Brunswick, we have passion for our work and a distinct ability to deliver.

Requirements

Bachelor's degree in Mechanical Engineering or a related technical field.
10 years of experience in the marine industry, preferably in technical service, quality, PD&E or customer service.
Proven experience managing customer relationships and handling escalated service issues.
Demonstrated success in leading teams and managing cross-functional projects.
Strong leadership and team management skills.
Excellent problem-solving and decision-making abilities.
Driven, autonomous and self-motivated.
Effective communication and interpersonal skills.
Proficiency in CRM systems and service management tools.
Ability to interpret technical drawings and specifications.
Knowledge of marine systems, components, and regulatory standards.

Nice To Haves

Experience working with OEMs or aftermarket marine products.
Management (e.g., MBA or PMP) is a plus.
Familiarity with Six Sigma or Lean methodologies.

Responsibilities

Lead and develop a high-performing technical service team.
Establish and monitor service KPIs to ensure operational excellence.
Conduct regular team meetings, training, and performance reviews.
Act as the escalation point for complex consumer and dealer issues.
Build and maintain strong relationships with key dealers and customers.
Ensure timely and effective resolution of escalated service cases.
Has strong leadership and capacity to work with internal teams to drive problem resolution and improvements.
Lead cross-functional projects focused on product quality, design feedback, new product development, team and dealer training and service process improvements.
Collaborate with engineering and quality teams to address field issues and support cost of quality initiatives.
Analyze service data to identify trends and recommend corrective actions.
Provide technical guidance to internal teams and external stakeholders.
Stay current on marine product technologies, systems, and industry standards.
Support product development, product launches and service readiness.
Track and analyze customer satisfaction scores (e.g., CSAT, NPS) and implement action plans to improve service experience.
Monitor resolution time and effectiveness for escalated consumer and dealer cases.
Partner with internal quality teams to identify and reduce warranty costs, rework, and service-related failures.
Measure team productivity, first-time fix rates, and technical accuracy.
Track completion of service-related projects on time and within scope.
Monitor dealer feedback and engagement through surveys and service metrics.