Sr. Manager Technical Customer Support

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

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.

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, integrated systems, and connectivity solutions.
• 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.
• Self-motivated, adaptable, and solutions-oriented, with a strong sense of accountability and customer focus.

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.

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.

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.

Brunswick is a global leader in marine recreation, delivering innovation that transforms experiences on the water and beyond. Our unique, technology-driven solutions are informed and inspired by deep consumer insights and powered by our belief that "Next Never Rests™". Brunswick is dedicated to industry leadership, to being the best and most trusted partner to our many customers, and to building synergies and ecosystems that enable us to challenge convention and define the future.

Innovative, driven, exceptional, authentic and united, these values represent our Employee Value Proposition and are at the heart of how we work together and what differentiates us as an employer of choice.