Service Product Manager

About the Role

As part of the talented Customer Experience team, you will be responsible for conveying Service needs to the product teams, acting as the interface between the dealer/customer/boat builder and the product team. This position is involved in new product/model introductions, analyzing field failures, answering product-related questions to dealers, OEMs, field staff, and others. The position communicates Service information from the field to Engineering and manages communication to the field about product fixes and other issues.

Responsibilities

• Provide Service guidelines to product teams
• Provide input as a subject matter expert for operator’s, installation, and service manuals
• Participate in the review process for product and service literature
• Provide support and input for the Parts Catalog team
• Provide direction for accessories and kits
• Document detail of changes for presentations and training
• Participate in activities related to warranty reduction
• Communicate with customers and dealers as required
• Monitor and respond to the CPR (Current Product Request) system
• Monitor and respond to early warning Known Issues List items and submit relevant CPR
• Initiate and write service bulletins and memos
• Support all aspects of Mercury University with a focus on video and curriculum development
• Relay field service information to the appropriate groups
• Provide training for Technical Account Managers, Product Application Engineers, and internal Service personnel

Qualifications

• Thorough knowledge of Outboard and MerCruiser products
• Strong mechanical aptitude
• Thorough knowledge of 4-stroke engines and engine control systems
• Thorough knowledge of Mercury Helm Control systems
• Understanding of 2-stroke engines and control systems
• Understanding of Diesel engines and control systems
• Understanding of emissions control devices as they apply to gasoline engines
• Understanding of Marine Electrical system layout and integration
• Thorough knowledge of Mercury Diagnostic tool platforms
• Understanding of customer service philosophy and procedures of the company
• Verbal and written skills for communicating effectively with all levels of the organization
• Interpersonal skills for dealing with others effectively
• Ability to take on assignments on short notice and meet tight deadlines
• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Access)
• Associates degree in Engineering or related field (or equivalent experience)
• 3+ years of marine engine experience
• Previous Lean Six Sigma or Design Thinking experience

Preferred Qualifications

• Bachelor’s degree in Engineering or related field (or equivalent experience)
• 5+ years of marine engine experience

Pay

The hiring range for this position is $86,500 – $126,800 annually. The actual base pay offered will vary based on multiple factors including job-related knowledge/skills, relevant experience, business needs, and geographic location.

Benefits

This position is eligible to participate in Brunswick's comprehensive and high-quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), well-being program, product purchase discounts, and much more.

Location: Fond du Lac
Workplace Category: Hybrid (3 days onsite)
Travel Required: None
Direct Reports: No
Visa Sponsorship: Not available