Sr. Manager Technical Customer Support

Responsibilities

• 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.
• 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.

Requirements

• 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.
• Hands-on experience troubleshooting complex systems, including components, integrated systems, and connectivity solutions.
• Self-motivated, adaptable, and solutions-oriented, with a strong sense of accountability and customer focus.

Essential Functions

• Develop and execute annual AMER technical service strategies that drive customer satisfaction, operational efficiency, and continuous improvement.
• Oversee AMER technical service team performance.
• Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way.

Required Qualifications

Bachelor’s degree in Engineering, Business, or a related technical field (Master’s degree a plus).

Analytical mindset with experience using service data and KPIs to drive performance improvements. Familiarity with Lean Six Sigma, or other continuous improvement methodologies.

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.

Working Conditions

Required Travel to Navico locations, customer and industry events – Up to 10% Office environment; hybrid schedule The hiring range for this position is $103,200 - $144,000 annually. The actual base pay offered will vary based on multiple factors including job-related knowledge/skills, relevant experience, business needs, and geographic location. Compensation decisions are dependent upon the specifics of the candidate’s qualifications and the business context. In addition to base pay, this position is eligible for an annual discretionary bonus. This position is eligible to participate in Brunswick's comprehensive and high-quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), well-being program, product purchase discounts and much more. Details about our benefits can be found here .

Why Brunswick

Whatever tomorrow brings, we’ll be at the leading edge. As the clear leader in the marine industry, we’re committed to our values and supporting our exceptional people. We offer and encourage growth opportunities within and across our many brands. In addition, we’re proud of being recognized for making a splash with numerous awards ! Navico Group Navico Group is a stand-alone division of Brunswick, the world’s largest recreational marine business. Navico Group is the global leader in technology, systems and solutions for a variety of industries, from Marine & RV to Specialty Vehicles and beyond. Our broad portfolio consists of the industry's leading brands in Power Systems, Digital Systems, Fishing Systems, and Performance Components including Ancor, Attwood, B&G, BEP, Blue Sea Systems, C-MAP, CZone, Garelick, Lenco, Lowrance, Marinco, MotorGuide, Mastervolt, ProMariner, RELiON, Simrad and Whale. Our team is committed and driven, every day, to be the most trusted supply partner to the marine and mobile industries...and beyond. Next is Now! We value growth and development, recognizing that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Brunswick is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by federal, state, or local law. Diversity of experience and skills combined with passion is key to innovation and inspiration and we encourage individuals from all backgrounds to apply. If you require accommodation during the application or interview process, please contact [email protected] for support.

Brunswick and Workday Privacy Policies Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: [email protected] or 866-278-6942. All job offers will come to you via the candidate portal you create when applying through a posted position through https:///www.brunswick.com/careers . If you are ever unsure about what is being required of you during the application process or its source, please contact HR Shared Services at 866-278-6942 or [email protected] . #Brunswick Corporation For more information about EEO laws, - click here Brunswick Corporation participates in E-Verify as part of our commitment to a lawful and transparent hiring process.

For additional information click here

https://www.brunswick.com/e-verify .