Sr. Manager Technical Customer Support at Brunswick in Menomonee Falls, WI

Job description

Are you ready for what’s next? Come explore opportunities within Brunswick, a global marine leader committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond. Brunswick believes “Next Never Rests™,” and we offer 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: Position Overview : 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. At Brunswick, we have passion for our work and a distinct ability to deliver. Essential Functions: 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. 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). 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, inte