Senior Technical Service Delivery Lead - AMER

Brunswick; Menomonee Falls (WI); Hybrid; USD 103,000 - 144,000; Full time

Benefits offered by this job

Annual bonus

Medical, dental, vision

401k with match

Health Savings Account

Employee discounts

Job summary

Brunswick/Navico Group is seeking a Sr. Manager of Technical Customer Support to lead the AMER Technical Service team, overseeing components, integrated systems, and connectivity solutions.

You will develop service strategies, manage metrics, and guide cross-functional collaboration to deliver exceptional customer outcomes. The role requires 5+ years in technical support with leadership experience, strong analytical skills, and familiarity with CRM tools like Salesforce.

Qualifications

• Bachelor’s degree in Engineering, Business, or related field.
• 5+ years in technical customer support or service delivery with 3+ years in leadership.
• Proven ability to lead high-performing teams in a fast-paced environment.
• Strong cross-functional collaboration with Service, Sales, Product Management, Quality.
• Analytical mindset with KPIs to drive performance improvements.

Responsibilities

• Develop and execute AMER technical service strategies to drive satisfaction and efficiency.
• Oversee daily operations and ensure timely resolution of complex escalations.
• Leverage analytics and feedback to improve service delivery and outcomes.
• Lead AMER Service Leadership Team and align with cross-functional partners.
• Mentor direct reports and foster a performance-oriented, customer-focused culture.
• Report on service metrics monthly and drive continuous improvement.
• Collaborate with Quality, Product Management, and Sales on enhancements.

Skills

Leadership

Customer support

Analytics

Cross-functional collaboration

Lean Six Sigma

CRM Salesforce

Marine electronics knowledge

Communication

Problem solving

Education

Bachelor's degree in Engineering/Business

Master’s degree a plus

Tools

Microsoft Office

Salesforce CRM

Job description

Brunswick/Navico Group is seeking a Sr. Manager of Technical Customer Support to lead the AMER Technical Service team, overseeing components, integrated systems, and connectivity solutions.

You will develop service strategies, manage metrics, and guide cross-functional collaboration to deliver exceptional customer outcomes. The role requires 5+ years in technical support with leadership experience, strong analytical skills, and familiarity with CRM tools like Salesforce.