Field Service Coordinator

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. 

Navico Group is a stand-alone division of Brunswick, the world’s largest recreational marine business.  We are seeking an Onboard Service Coordinator Supervisor to join our team.

The Onboard Service Coordinator is an individual contributor with a technical process acumen. This position will have responsibility for organizing field repair activity.  The Onboard Service Coordinator provides directional and professional expertise to a wide range of Technical Support issues. The Onboard Service Coordinator oversees the daily activities escalated to them for scheduling in-field repairs, and is a liaison between Customers, Operations, Supply Chain, Sales, Warranty, and other functional areas to ensure best in class service to both external and internal Customers. This position reports to the Navico Groups America’s Integrated Systems Support Manager.

Key Responsibilities:

• Handle customer inbound escalation calls, emails, and outbound field service request
• Monitor and track product repair, reimbursement, and return activity.
• Coordinate with internal stakeholders, internal & external customers, and operational groups to assist in the denouement of reported issues.
• Provide feedback or concerns to relevant stakeholders regarding product performance or process improvements.
• Act as a liaison between Supply, Operations, Quality, Field-Service, and Warranty groups
• Facilitate meetings and communicate regularly with regionally authorized service partners.
• Participate in various internal projects, acting as a subject matter expert for field repair processes.
• Execute mitigation plans of action when product-related crises occur.
• Support other Service initiatives as needed such as escalated case close-out, field issue log, sustaining engineering case documentation, etc.

Education and Experience Requirements

• Minimum 2 years of customer experience within Brunswick or Navico Group - Preferred
• Proven experience in providing technical support or warranty support for Marine or Specialty Vehicles
• ABYC, RVIA, MEI, and/or NMEA Certification is a plus
• 1-2 years of prior leadership/supervisory experience is a plus
• Process improvement experience - Preferred
• Strong analytical and critical skills with familiarity in dispatching activity
• Computer proficiency, including web navigation, keyboarding skills, and Microsoft
• Strong relationship building, sales skills, and/or business acumen including responsiveness and technical understanding of customers’ needs.
• Experience in Digital Marine Systems, AC/DC inverters, Marine Autopilots, and offroad service dealers.

Skill Requirements:

• Excellent customer service skills
• Excellent communication skills  
• Strong rapport in building customer relationships while servicing end user needs in a professional manner
• People-oriented team player that possess the ability to make sound decisions and work independently
• Ability to sustain a positive outlook and attitude while functioning in highly stressful situations.
• Ability to effectively collaborate with others to resolve issues and solve problems.
• Ability to work and multi-task in a fast-paced environment
• Adaptable to change and willingness to try new methods and processes
• Develop skills through coaching, feedback, and hands-on technical training
• Detail-oriented
• Proficient in MS Office Suite
• Experience with Salesforce or Dynamics CRM is highly desirable
• Mechanical, Electrical, and software knowledge 
• Ability to travel up-to 20% of the time between office locations

About the Company:

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 in