Location
Fond Du Lac, WI | United States
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.
The Regional Service Manager (RSM) has responsibility for directly supervising and coordinating the activities of Customer Experience in their region of operation. This includes, but is not limited to, providing development and technical support for Mercury Marine Consumers, Dealers, Government accounts, and OEMs. The RSM m onitors scheduling and staffing levels to ensure adequate team members are available to address requests. Additionally, the RSM will assist team members with problem-solving, technical support, inbound/outbound telephone, electronic, written correspondence, and inter-company personnel. To ensure a positive employee experience, the RSM formulates training procedures for internal support staff, field personnel, and new hires.
Key Responsibilities:
- Manages daily activities of the operational service support function.
- Oversees the hiring, training, and development of both individual contributors and people leaders. Provide regional strategies and direction to achieve goals and objectives through coaching, mentoring, and employee check-ins.
- Provides dealer development guidance and maintains associated document standards.
- Oversees workflow of all business processing, including reports, charts, and other statistics, to support and direct the service department. Initiates and tracks service issues to completion. This will require travel within the RSM
- ’s region to ensure a strong relationship between the team and regional dealer network.
- Performs and reviews call audits.
- Develops and facilitates weekly staff meetings.
- Manages daily call volumes, directing staffing assignments as workload dictates.
- Develops and manages customer satisfaction efforts.
- Establishes work schedules to ensure service levels are met.
- Oversees training programs that ensure proper product training for agents.
- Handles and resolves complex customer requests or escalated complaints.
- Assists with budget management to ensure expenses meet target goals.
- Monitors and manages territory changes and implement realignments as necessary.
- Manages and promotes the flow of information within the organization.
- Coordinates strategies with other regions.
- Coordinates with other departments within Mercury and Brunswick to achieve targets and objectives.
- Provides technical product expertise as required.
- Reviews new dealer prospects for approval or rejection based on contract requirements and territory business strategy.
- Represents the company's interests in legal matters, consumer advocacy groups, etc.
Experience and Skills:
- Product knowledge spanning all Mercury Marine product lines including Outboards, Jet drives, MerCruiser stern drives, inboards, pod drives, diesel engines, Joystick piloting, and all P&A lines (remote controls, propellers, replacement parts, oils and lubricants, inflatable boats, and trolling motors, etc.) Familiar with best practices, concepts, and policies in customer experience and service management.
- Problem-solving skills, especially in situations of high stress.
- Demonstrated critical thinking skills and experiences necessary to plan and accomplish goals.
- Strong customer service skills in the areas of handling disputes and treating customers with care.
- Ability to motivate others on a team and help them succeed.
- Work well with diverse personalities.
- Ability to take on short-notice assignments and meet close deadlines.
- Willingness to work evenings, weekends, and holidays as needed.
- Willingness to travel regionally and internationally.
Basic Qualification
Associate degree in Engineering or related field (or equivalent experience) is required.
- ten or more years of leadership experience in a marine service-related capacity is required.
- Diverse advanced marine mechanical/electrical background is required.
Preferred Qualifications
Bachelor
- ’s degree in Engineering or related field (or equivalent experience) is preferred.
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. Diversity of experience and skills combined with passion is a key to innovation and inspiration. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.
Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled
EEO is The Law
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 . 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] .
#Brunswick Corporation - Mercury Marine
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