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.
Oversee regional technical product support operations for Mercury Marine’s large-vessel propulsion systems across EMEA, ensuring high-quality customer support, strategic OEM engagement, standardized operational procedures, and continuous improvement of field performance and service effectiveness.
Accountabilities:
Technical Support & Customer Experience
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Lead and oversee technical product support activities for large-vessel propulsion systems across the EMEA region.
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Serve as the senior escalation point for complex technical, customer, dealer, and OEM issues.
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Ensure timely and effective end-to-end resolution of customer cases, including communication, follow-up, and sustainable corrective actions.
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Support field investigations and on-site issue resolution activities as required.
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Maintain strong customer relationships and promote a high standard of customer satisfaction and service excellence.
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- Act as a primary relationship contact for key OEM accounts, ensuring strong technical partnership, operational alignment, and customer satisfaction.
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Support strategic OEM discussions related to product performance, service processes, escalation management, and continuous improvement initiatives.
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Develop, implement, and maintain cross-functional support procedures and operational standards across internal teams and key customer organizations.
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Act as the primary technical and operational relationship interface for designated key OEM accounts across the EMEA region.
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Develop and maintain strong collaborative relationships with OEM partners to support customer satisfaction, operational alignment, and business objectives.
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Lead complex customer and OEM escalations, ensuring effective communication, timely resolution, and sustainable corrective actions.
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Support strategic discussions with OEMs related to product performance, service expectations, field issues, escalation management, and continuous improvement initiatives.
Leadership & Team Development
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Provide leadership, coaching, and technical guidance to support personnel, field teams, and service partners.
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Promote a culture of accountability, collaboration, and continuous improvement.
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Support technical capability development through mentoring, training, and knowledge sharing.
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Assist with workload prioritization and coordination of regional support activities.
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Promote cross-functional alignment and knowledge sharing across Technical Support, Field Service, Quality, Engineering, and OEM support interfaces.
Warranty & Quality Management
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Review and manage warranty and goodwill claims in accordance with company policies and delegated authority.
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Ensure consistency and fairness in warranty-related decisions and customer relation adjustments.
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Monitor field performance trends and collaborate with Quality and Engineering teams to support root-cause analysis and corrective actions.
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Support continuous improvement initiatives related to product reliability and customer support processes.
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Ensure alignment of warranty-related processes and field issue management procedures with internal stakeholders and key OEM/customer requirements.
Cross-Functional Collaboration
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Partner closely with Engineering, Product Management, Quality, Legal, Sales, Field Service teams, and OEM stakeholders to communicate field concerns, align operational procedures, and support continuous product and service improvements.
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Provide regular updates and recommendations to leadership regarding technical issues, field performance, and customer trends.
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Participate in strategic initiatives, process improvements, and special projects as assigned.
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Develop, implement, and maintain cross-functional support procedures and operational standards across internal departments and key OEM/customer accounts.
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Drive procedural alignment and best-practice standardization between Technical Support, Engineering, Field Service, Quality, OEMs, and customer organizations.
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Ensure effective governance, communication, and continuous improvement of customer support and escalation processes.
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Facilitate alignment between internal departments and OEM customer organizations to ensure effective communication, procedural consistency, and coordinated issue resolution.
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Develop, implement, and maintain cross-functional operational procedures and support processes across internal departments and strategic OEM/customer accounts.
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Drive standardization of technical support workflows, escalation paths, communication protocols, and field support practices.
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Ensure procedural governance, documentation accuracy, and continuous improvement of customer support and operational processes.
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Coordinate with Engineering, Product Management, Quality, Legal, Field Service, Sales, and OEM stakeholders to align support strategies and operational expectations.
Training & Technical Expertise
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Deliver or coordinate technical training for dealers, OEMs, field personnel, and internal stakeholders.
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Act as a subject matter expert for large-vessel propulsion systems and associated technologies.
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Support the development and maintenance of technical documentation, troubleshooting procedures, and best practices.
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Support the development and deployment of standardized technical and operational procedures for internal teams, dealers, and OEM partners.
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Support the creation, implementation, and continuous maintenance of standardized technical and operational procedures for internal teams, dealers, and OEM partners.
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Ensure technical documentation and support procedures remain aligned with evolving business, product, and customer requirements.
OEM & Process Governance
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Serve as a strategic support interface for key OEM accounts within the EMEA region.
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Drive alignment of operational support standards and escalation processes with OEM partners and internal stakeholders.
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Develop and maintain cross-functional procedures that support consistency, efficiency, and customer satisfaction.
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Identify process improvement opportunities and lead initiatives to enhance service quality and operational effectiveness.
Skills & Knowledge:
- Strong knowledge of the marine industry and large-vessel applications
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Proven experience servicing Mercury products and delivering technical training
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Excellent interpersonal, written, and verbal communication skills
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Strong team player with a collaborative mindset
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Quality Management System (QMS) awareness
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Strong customer focus
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Excellent analytical and problem-solving skills
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Consistently exercise discretion and sound judgment when resolving issues significant to Mercury Marine
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Exercise independent judgment fairly and consistently, with minimal oversight
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Ability to manage and resolve complex issues respectfully and professionally, balancing the needs of multiple stakeholders
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Recognize, document, and communicate emerging product issues to Engineering and Service Product Management for review and action
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Take ownership of projects and drive them to completion
Offer:
This exciting position offers a salary range between 82.500€ and 113.300€ (payable in 13.92 instalments). Please be aware that this range represents the pay scale for all positions within the job grade in which the post falls. The actual salary offer will consider a wide range of factors, including skills, experience, and location.
In addition to the competitive salary, we offer the following benefits:
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A Bonus plan at a target of 10% of the annual salary;
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Meal vouchers with a face value of 10€;
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5 extra-legal vacation days ;
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A company car with a fuel card and/or a charging solution;
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A smartphone;
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Group Pension, Disability Plan & Hospitalization Insurance;
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The possibility to work from home 2 days per week;
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Monthly Employer Specific Expenses
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Free access to LinkedIn Learning to support your personal growth;
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Employee Discount Program that allows for discounts on Boats, Engines and P&A;
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Employee Boat Rental Program;
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A unique, fun and rewarding work environment that fosters individual growth and rewards performance in the Marine segment of the recreational industry.
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.
Brunswick is committed to providing a workplace that offers equal employment opportunities based solely on merit. Therefore, discrimination based on race, color, religion, sex, national origin, disability, veteran status or any other protected status under applicable local, state or federal law is not tolerated.
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Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors.
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