Technical Account Manager

Brunswick Boat Group•Austin, TX

23d

About The Position

As part of the talented Customer Experience team, you will be responsible for providing all dealer and retail customers with technical/service support, assistance in service, service management, customer relations/satisfaction, warranty adjustment, product performance, and installation for all Mercury and Brunswick products. This position reports to a Regional Service Manager. At Brunswick, we have passion for our work and a distinct ability to deliver. Essential Functions: Participate in a work group of elite field service engineers to represent Mercury and Brunswick brands. Travel your assigned territory to diagnose and resolve service-related product malfunctions while providing service management counseling, onsite training of Mercury/Brunswick systems and processes. Independent autonomous travel within your assigned territory and home office to complete and submit reports on field-related activities as necessary. Complete ongoing evaluations of all dealers and assist them with a business plan to upgrade their Mercury products, service and profitably to provide ultimate customer satisfaction. Communicate information to service, manufacturing, and quality engineering groups. Perform other duties as assigned by the RSM. Territory account management responsibilities for: Prospecting and vetting dealer applications, terminations, and non-renewals. Interacting with sales and credit departments. Dealer service development focusing on CSI and NPS metrics. Manage career development for dealer technicians while interacting with Mercury University to promote technician advancement. Facilitate new talent to the industry by supporting local trade schools and high school vocational programs. Assist and advise OEMs of product configuration, training, installation, and integration as required. Organize site visits to provide improved dealer and OEM support. Provide in-field support to Mercury Legal department for product liability, product failure lawsuits, onsite inspections, depositions, and to participate as a witness. Face-to-face interaction with consumers to resolve their product questions and issues. Participate and assist the Marketing department with local, regional, national boat shows, tournaments, and special events as required. Some international travel is required. Assist Large Vessel Support specialist team on specialty products as required. Secure and maintain Mercury University product certification within first year of employment. Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way.

Requirements

Thorough knowledge of Mercury products, vessel & electrical systems.
Complete understanding of customer service philosophy and procedures of the company.
Interpersonal skills are necessary to deal with dealers, customers, brokers, and OEM’s.
Effectively plan, develop, and execute product issue resolution, installation, and integration in the field.
Willingness to travel (50% - 75%) Occasional multi-week travel events may be required.
Ability to work independently, make accurate decisions, and analyze risk.
Excellent interpersonal skills, meticulous data gathering capabilities.
Excellent Computer and technology skills, capitalizing on effective communication and documentation with digital media.
Some international travel is required, employee must possess and maintain a valid passport and relevant documentation.
Proficient and willing to work alongside technicians utilizing all hand and specialty tools, ability to independently disassemble and repair all Mercury products at dealerships, remote locations, marinas, storage facilities, consumer residences while following published work instructions, bulletins and service manuals.
Ability to physically work for extended periods of time in compact vessel spaces.
Five or more years in a marine service-related capacity.
Diverse advanced marine Mechanical/ Electrical background.

Nice To Haves

Associate degree in engineering or related field (or equivalent experience)
8 or more years in marine service-related capacity.

Responsibilities

Participate in a work group of elite field service engineers to represent Mercury and Brunswick brands.
Travel your assigned territory to diagnose and resolve service-related product malfunctions while providing service management counseling, onsite training of Mercury/Brunswick systems and processes.
Independent autonomous travel within your assigned territory and home office to complete and submit reports on field-related activities as necessary.
Complete ongoing evaluations of all dealers and assist them with a business plan to upgrade their Mercury products, service and profitably to provide ultimate customer satisfaction.
Communicate information to service, manufacturing, and quality engineering groups.
Perform other duties as assigned by the RSM.
Territory account management responsibilities for: Prospecting and vetting dealer applications, terminations, and non-renewals.
Interacting with sales and credit departments.
Dealer service development focusing on CSI and NPS metrics.
Manage career development for dealer technicians while interacting with Mercury University to promote technician advancement.
Facilitate new talent to the industry by supporting local trade schools and high school vocational programs.
Assist and advise OEMs of product configuration, training, installation, and integration as required.
Organize site visits to provide improved dealer and OEM support.
Provide in-field support to Mercury Legal department for product liability, product failure lawsuits, onsite inspections, depositions, and to participate as a witness.
Face-to-face interaction with consumers to resolve their product questions and issues.
Participate and assist the Marketing department with local, regional, national boat shows, tournaments, and special events as required.
Assist Large Vessel Support specialist team on specialty products as required.
Secure and maintain Mercury University product certification within first year of employment.