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 benefits including a competitive 401(k) plan with company match, health benefits, paid time off, a robust Wellness Program, and much more.   In addition, we’re proud of being recognized for making a splash with numerous awards!

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. If your experience is close to what you see listed here, please still consider applying.

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.  If you require accommodation during the application or interview process, please contact [email protected] for support. 

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Brunswick and Workday Privacy Policies

Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: [email protected] or 866-278-6942.

All job offers will come to you via the candidate portal you create when applying through a posted position through https:///www.brunswick.com/careers.  If you are ever unsure about what is being required of you during the application process or its source, please contact HR Shared Services at 866-278-6942 or [email protected].