Brunswick Boat Group · 2 months ago
Manager, Technical Service
Knoxville, TN
Full-time
Hybrid
Mid, Senior Level, Lead/Staff
$83K/yr - $133K/yr
10+ years expBrunswick Boat Group is a global marine leader committed to innovation and transforming experiences on the water. The Manager of Technical Service will lead a team of technical service professionals to deliver exceptional support to consumers and dealers, manage escalated service issues, and drive continuous improvement in product quality and design.
Shipbuilding
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
Qualification
Required
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
Preferred
Experience working with OEMs or aftermarket marine products
Management (e.g., MBA or PMP) is a plus
Familiarity with Six Sigma or Lean methodologies
Benefits
Medical
Dental
Vision
Paid vacation
401k (up to 4% match)
Health Savings Account (with company contribution)
Wellbeing program
Product purchase discounts
Company
Brunswick Boat Group
Brunswick Boat Group is defining, creating, and innovating the future of recreational boating.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
D. Toni Gillette
Human Resources Business Partner
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