Global Product Support Team Lead

BRP US Inc.; Sturtevant (WI); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Paid time off

401k match

Flexible schedule

Holiday shutdown

Education resources

Discount on BRP products

Job summary

BRP US Inc. is seeking a Global Product Support Team Lead for Can-Am Off-Road to oversee a distributed team, mentor dealers, and drive service excellence across regions.

You will partner with internal groups to improve support processes, align warranty practices, and deliver customer-centric outcomes. Qualifications include 5+ years in customer service, mechanical aptitude for diagnosing recreational vehicles, and proven leadership.

Qualifications

• 5+ years of customer service experience.
• Mechanical aptitude with the ability to diagnose and repair recreational vehicles.
• Proven ability to lead by influence and drive results.
• Strong problem-solving and process improvement skills.
• Excellent written and verbal English communication.
• Hybrid work requirement: in-office 3x/week in Wisconsin; travel up to 10%.

Responsibilities

• Mentor and coach a globally distributed team and promote engagement.
• Ensure delivery of technical support for Can-Am Off-Road products with consistent SLAs.
• Collaborate with key business partners and stakeholders, internal and external.
• Identify opportunities for continuous improvement using analytics and change management.
• Provide input on strategic alignment and deliver key objectives.
• Ensure warranty decisions align with company expectations.
• Identify, plan, and monitor continuous improvement projects.

Skills

Leadership

Customer Service

Mechanical Aptitude

Process Improvement

Communication

Team Coaching

Job description

Here at BRP, we're creating new ways to get people moving forward, where their experiences are measured by emotion rather than distance. All around the world, our products, achievements, and aspirations are a reflection of our teams' exceptional expertise. Want to bring your true self on this adventure?

We are looking for a Global Product Support Team (Can-Am Off-road) who will report to the Manager, Global Product Support Off-Road Products, Customer Services and who'll be tasked with overseeing the team, supporting our dealers and working collaboratively with other departments. As part of your role, you'll be significantly contributing to the product performance and be at the forefront of delivering outstanding service to BRP's customers.

YOU'LL HAVE THE OPPORTUNITY TO:

• Act as a mentor, coach and point of contact to a team located in different countries worldwide. Ensure continuous employee development and promote a high level of engagement through dynamic and inspiring leadership.
• Ensures the delivery of technical support for Can-Am Off-Road Products, with a consistent alignment of service levels.
• Collaborate and ensure a strong working partnership closely with key business partners and stakeholders internally and externally sharing insights and trends and be recognized as the voice of the dealer favoring an outside-in mindset.
• Responsible for implementing innovative ways to operate the department and ensure continuous improvement on key opportunities by using analytic capabilities, change management skills and sound judgment. Provide recommendations and implement resolutions to identified opportunities.
• Provide input on strategic alignment and vision to successfully deliver key objectives.
• Assures alignment of warranty decisions and practices with company expectations in ways that contribute to its ongoing success.
• Identify, plan, execute and monitor continuous improvement projects.

YOU'LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS, EXPERIENCE AND COMPETENCIES:

REQUIRED:

• 5+ years of relevant experience in customer service/support.
• Possesses a mechanical aptitude with the general understanding of diagnosing, repairing and maintaining recreational vehicles.
• Experience having the ability to lead by influence and inspire others to drive results.
• Proven success in building, executing internal processes, and transfer of best practices.
• Demonstrates strong conflict resolution and interpersonal skills with the ability to address changes directly, take initiative and drive proactive solutions in a fast paced environment.
• Excellent written and verbal communication skills with a fluency in English.
• Location and in office expectations: Required to work hybrid 3x/week in office.
• Travel up to 10% of the year.

PREFERRED:

• Ability to communicate in a different language.
• Maintain a positive attitude and fosters a fun, engaging work environment while encouraging teamwork and collaboration.
• Position requires current work authorization. Sponsorship now or in the future is not provided for this role.
• Relocation support is/is not provided for this position. If not provided: Candidates must be willing and able to relocate at their own expense.

Do you have other qualifications? Tell us what is unique about you that is a great addition to the team.

AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.

Let's start with a strong foundation - You want it, we have it:

• Annual bonus based on the company's financial results
• Generous paid time off
• 401k offering with a dollar-for-dollar match

What about some feel good extra perks:

• Flexible work schedule for eligible positions
• Holiday shutdown between Christmas and New Years
• Educational resources and growth opportunities
• Discount on BRP products

WELCOME TO BRP
We're a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 17,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it's not about the destination; It's about the journey.

BRP US Inc. is an equal opportunity employer and makes employment decisions without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, disability status, veteran status, age, or any other status protected by applicable law.

If you have a disability and would like to request an accommodation to apply for a position, you may contact us at [e-mail].