Manager, Large Vessels Product Support & EMEA OEM Coordinator

About the role

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 Lead and oversee technical product support activities for large-vessel propulsion systems across the EMEA region. Serve as the senior escalation point for complex technical, customer, dealer, and OEM issues. Ensure timely and effective end-to-end resolution of customer cases, including communication, follow-up, and sustainable corrective actions. Support field investigations and on-site issue resolution activities as required. Maintain strong customer relationships and promote a high standard of customer satisfaction and service excellence. Act as a primary relationship contact for key OEM accounts, ensuring strong technical partnership, operational alignment, and customer satisfaction. Support strategic OEM discussions related to product performance, service processes, escalation management, and continuous improvement initiatives. Develop, implement, and maintain cross-functional support procedures and operational standards across internal teams and key customer organizations. Act as the primary technical and operational relationship interface for designated key OEM accounts across the EMEA region. Develop and maintain strong collaborative relationships with OEM partners to support customer satisfaction, operational alignment, and business objectives. Lead complex customer and OEM escalations, ensuring effective communication, timely resolution, and sustainable corrective actions. Support strategic discussions with OEMs related to product performance, service expectations, field issues, escalation management, and continuous improvement initiatives. Leadership & Team Development Provide leadership, coaching, and technical guidance to support personnel, field teams, and service partners. Promote a culture of accountability, collaboration, and continuous improvement. Support technical capability development through mentoring, training, and knowledge sharing. Assist with workload prioritization and coordination of regional support activities. Promote cross-functional alignment and knowledge sharing across Technical Support, Field Service, Quality, Engineering, and OEM support interfaces. Warranty & Quality Management Review and manage warranty and goodwill claims in accordance with company policies and delegated authority. Ensure consistency and fairness in warranty-related decisions and customer relation adjustments. Monitor field performance trends and collaborate with Quality and Engineering teams to support root-cause analysis and corrective actions. Support continuous improvement initiatives related to product reliability and customer support processes. Ensure alignment of warranty-related processes and field issue management procedures with internal stakeholders and key OEM/customer requirements. Cross-Functional Collaboration 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. Provide regular updates and recommendations to leadership regarding technical issues, field performance, and customer trends. Participate in strategic initiatives, process improvements, and special projects as assigned. Develop, implement, and maintain cross-functional support procedures and operational standards across internal departments and key OEM/customer accounts. Drive procedural alignment and best-practice standardization between Technical Support, Engineering, Field Service, Quality, OEMs, and customer organizations. Ensure effective governance, communication, and continuous improvement of customer support and escalation processes. Facilitate alignment between internal departments and OEM customer organizations to ensure effective communication, procedural consistency, and coordinated issue resolution. Develop, implement, and maintain cross-functional operational procedures and support processes across internal departments and strategic OEM/customer accounts. Drive standardization of technical support workflows, escalation paths, communication protocols, and field support practices. Ensure procedural governance, documentation accuracy, and continuous improvement of customer support and ope

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