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Brunswick Manager, Customer and Dealer Service in Knoxville, Tennessee

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Bayliner and Heyday Wakeboats, 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.


  • 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.

  • Ensure team processes and procedures are aligned for global and local consistency.

  • 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 and 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.

  • 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.

  • Other duties may be assigned.


  • 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 preferred; CRM experience required.

  • Customer satisfaction survey / follow-up strategy, development and analysis preferred.

We recognize 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.

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