Manager, Technical Service

Overview

Are you ready for what’s next? Brunswick, a global marine leader, challenges conventions and innovates next-generation technologies that transform experiences on the water and beyond. Brunswick believes “Next Never Rests™,” offering a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation.

Innovation is the heart of Brunswick. See how your contributions will help transform vision into reality.

Brunswick Boat Group is seeking a dedicated and detail-oriented professional to lead a multi-brand organization within the focus area of guiding a team of technical service professionals. Responsibilities include delivering exceptional support to consumers and dealers in the marine industry, managing technical experts and complex service and product cases, driving continuous improvement in product quality and design, handling 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 and analytical, demonstrates teamwork and leadership, and is passionate about delivering outstanding customer service.

• 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.
• Demonstrate leadership and collaborate with internal teams to drive problem resolution and improvements.

• Lead cross-functional projects focused on product quality, design feedback, new product development, 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.

• Bachelor’s degree in Mechanical Engineering or a related technical field.
• 10 years of experience in the marine industry, preferably in technical service, quality, product development & engineering, 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.

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

• Hybrid (in the office 2-3x per week).

The anticipated pay range for this position is $82,600 - $133,000 annually. The actual base pay offered will vary depending on factors including knowledge/skills, experience, business needs, and location. In addition to base pay, this position is eligible for an annual discretionary bonus. Brunswick values…