Service Product Manager

Brunswick Corporation•Fond du Lac, WI

11d•$86,500 - $126,800•Hybrid

About The Position

As part of the talented Customer Experience team, you will be responsible for conveying Service needs to the product teams; acting as the interface between the dealer/customer/boat builder and the product team. This position is involved in new product/model introductions, analyzing field failures, answering product related questions to dealers, OEMs, field staff, and others. The position communicates Service information from the field to Engineering. The position manages communication to the field about product fixes and other issues.

Requirements

Thorough knowledge of Outboard and MerCruiser product
Strong mechanical aptitude
Thorough knowledge of 4-stroke engines and engine control systems
Thorough knowledge of Mercury Helm Control systems
Understanding of 2-stroke engines and control systems
Understanding of Diesel engines and control systems
Understanding of emissions control devices as it applies to gasoline engines
Understanding of Marine Electrical system layout and integration
Thorough knowledge of Mercury Diagnostic tool platforms
Understanding of customer service philosophy and procedures of the company
Verbal and written skills for communicating effectively with all levels of the organization
Interpersonal skills for dealing with others effectively
Ability to take on assignments on short notice and meet tight deadlines
Knowledge of Microsoft Office (Word, Excel, PowerPoint, Access)
Associates degree in Engineering or related field (or equivalent experience)
3+ years of marine engine experience
Previous Lean Six Sigma or Design Thinking experience

Nice To Haves

Bachelor’s degree in Engineering or related field (or equivalent experience)
5+ years of marine engine experience

Responsibilities

Provide Service guidelines to product teams
Provide input as subject matter expert for operator’s, installation, and service manuals
Participate in review process for product and service literature
Provide support and input for the Parts Catalog team
Provide direction for accessories and kits
Document detail of changes for presentations and training
Participate in activities related to warranty reduction
Communicate with customers and dealers as required
Monitor and respond to the CPR (Current Product Request) system
Monitor and respond to early warning Known Issues List items and submit relevant CPR
Initiate and write service bulletins and memos
Support all aspects of Mercury University with a focus on video and curriculum development
Relay field service information to the appropriate groups
Provide training for Technical Account Managers, Product Application Engineers, and internal Service personnel