Sr. Manager Technical Customer Support

Brunswick Boat Group•Menomonee Falls, WI

2d•Hybrid

About The Position

As part of the talented Customer Service team, you will be responsible for driving customer satisfaction and service excellence through leadership of Technical Service Delivery for all Navico Group brands within the AMER region. As the Sr. Manager of Technical Customer Support, you will build and lead a high-performing AMER Technical Service team, delivering best-in-class support for discrete components, integrated systems, and connectivity solutions. You will oversee the development and execution of service strategies, implement scalable support systems across Navico locations, and collaborate cross-functionally to drive continuous improvement. This role plays a critical part in maintaining Navico’s industry leadership in customer satisfaction and service innovation.

Requirements

Bachelor’s degree in Engineering, Business, or a related technical field (Master’s degree a plus).
5+ years of experience in technical customer support or service delivery, with at least 3 years in a leadership or management role.
Proven ability to lead and develop high-performing teams in a fast-paced, customer-focused environment.
Strong interpersonal and communication skills, with the ability to collaborate across departments and influence at all levels.
Demonstrated experience in cross-functional collaboration with Service, Sales, Product Management, and Quality teams.
Analytical mindset with experience using service data and KPIs to drive performance improvements.
Familiarity with Lean Six Sigma, or other continuous improvement methodologies.
Hands-on experience troubleshooting complex systems, including components, integrated systems, and connectivity solutions.
Proficiency in Microsoft Office tools (Excel, Word, PowerPoint) and CRM platforms (preferably Salesforce).
Knowledge of marine electronics or related industries; ABYC/NMEA certification and marine product experience are highly desirable.
Comfortable working in a matrixed or global organization, with the ability to manage multiple priorities and shifting demands.
Self-motivated, adaptable, and solutions-oriented, with a strong sense of accountability and customer focus.

Nice To Haves

Master’s degree
Knowledge of marine electronics or related industries
ABYC/NMEA certification
Marine product experience

Responsibilities

Develop and execute annual AMER technical service strategies that drive customer satisfaction, operational efficiency, and continuous improvement.
Ensure high standards of customer service by proactively identifying and resolving issues, taking ownership through to successful closure.
Leverage analytics and customer feedback to drive continuous improvement in service delivery.
Serve as a member of the AMER Service Leadership Team, influencing service strategy, organizational priorities, and customer experience initiatives.
Collaborate with fellow leaders to identify opportunities, resolve challenges, and ensure a consistent, high-quality service experience across all functions.
Monitor industry trends and advancements in technical support, automation, and artificial intelligence, applying relevant innovations to strengthen service capabilities and elevate customer outcomes.
Oversee AMER technical service team performance.
Provide leadership and guidance on complex technical escalations, ensuring timely resolution of critical customer issues while balancing customer experience, business objectives, and technical requirements.
Maintain consistent daily, weekly, and monthly reporting to track service metrics and identify opportunities for improvement.
Partner with Quality, Product Management, and other internal teams to support product enhancements and service innovation through feedback and data-driven insights.
Mentor and develop direct reports, fostering a culture of performance, growth, and customer-centric service excellence.