Manager, Customer and Dealer Service

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:

Bayliner and Heyday Wake boats, a leading manufacturer of fiberglass boats, has an opening for a Customer Service Manager.  This individual will manage a global team that plays a critical role in the success of the business, but ultimately the satisfaction of our valued consumers.  Candidates must be able to work well in cross-functional teams and be willing to work closely with Brunswick sister companies modeling best business practices. This position will be in our Knoxville, Tennessee headquarters.

At Brunswick, we have passion for our work and a distinct ability to deliver. 

Essential Functions:

• Lead and develop a team focused on VBG technical service, manufactured parts, escalated consumer issues and field service technicians.
• Ensure a close partnership with the BBG Service Center of Excellence to:
  • Develop, implement, and administer parts and service programs, strategies and policies including warranty administration, issue resolution with consumers and dealers, call center, and other functions of the department.
  • Set and communicate goals, action plans, and key metrics for customer care and technical teams in different customer tiers with different levels of customer touch; create standardized playbooks and interventions for each point in the customer journey.
  • Ensure third-party customer service providers are meeting KPIs.
• Collaborate with the plant to influence and affect quality enhancement by sharing feedback from field and leading dealer quality roundtables.
  • Support issue tracking in partnership with plant and drive action plans for timely resolution
  • Travel to plant and dealers to ensure quality improvements are being realized to plan.
• Deploy strategies to drive customer loyalty, performance, and utilization rates, NPS, and customer advocacy rates, while maintaining an industry-leading CSI score.
• Review and analyze daily performance results to ensure the Brand group is on target for meeting performance standards for customer satisfaction, call handling, case closure rates, etc.
• Develop service revenue opportunities in partnership with category management.
• Leverage data analytics to make strategic and tactical business decisions.
• Identify opportunities for employee coaching and staff development.
• Leverage technology to optimize customer operations and employee performance.
• Partner with manufacturing, engineering, category management, quality, and other teams to drive improvements to Brand products, services, and processes.
• Act as customer service point of contact for finance, legal and other functions on warranty claims, repairs and various aspects related to consumer & dealer field service issues.
• Ensure team processes and procedures are aligned for global and local consistency.
• Other duties may be assigned.

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 required; advanced degree preferred.
• Boating knowledge required; willingness to learn and participate in boating required.
• 5 or more years of successful management of a forward-thinking customer service department.
• Track record building high performing teams, working in a matrixed organizational structure, inspiring others to find their own passion for viewing their role from the customer’s perspective.
• Ability to effectively communicate within all areas of the company and act as a team player.
• Advanced proficiency of Microsoft Office applications (Excel, PowerPoint, and Access).
• Experience working with Salesforce.com preferred; CRM experience required.
• Customer satisfaction survey / follow-up strategy, development and analysis preferred.

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 valuable