Job details

Technical Customer Support Specialist - Mercury Marine Germany

Company details

Brunswick Marine is an affiliated company of Brunswick Corporation, one of America's longest established businesses. Brunswick Corporation endeavours to install "Genuine Ingenuity" in all of its leading consumer brands. With the EMEA headquarters in Petit-Rechain, Belgium, Brunswick Marine has regional sales offices or independent distributors in every main boating market throughout Europe, CIS, Africa and the Middle-East.

Mercury Marine is a $2.44 billion division of Brunswick Corporation. With a network of 6,000 dealers, it is the world’s leading manufacturer of recreational marine propulsion engines. It provides engines, boats, services and parts to recreational, commercial and government users. Mercury’s industry-leading brand portfolio includes Mercury and Mariner outboard engines; MerCruiser sterndrive and inboard packages; Mercury Diesel Engines, Mercury SeaPro and Racing, MotorGuide trolling motors; Mercury inflatable boats; and SmartCraft electronics.

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The Technical Customer Support Specialist provides post-sales, warranty and application support to the dealer network and OEM accounts, including technical product training, troubleshooting and maintenance with respect to the marine products. He will drive service success that improves customer satisfaction and maximizes customer retention. He will also provide technical knowledge, advice and support to Sales Representatives during the OEMs sales process to resolve customer requests and maximize the benefits derived from Mercury Marine products and services.

Main accountabilities:

  • Implementation of existing service programs designed to achieve proper service for Brunswick's marine products
  • Build relationships with dealers throughout Germany (technicians and service managers that will allow Brunswick to set new service standards)
  • Diagnose and analyse product and service-related problems encountered by dealers' service technicians and retail customers
  • Assist the assigend OEM accounts to identify their technical specifications and provide technical and application expertise in selecting the best possible solution fitting their needs
  • Support dealers and OEMs on complex technical problems
  • Warranty control and analysis in order to identify training needs
  • Report quality issues to the EMEA Quality Coordinator that could result in possible product improvements
  • Support the assigned territory with pro-authorizations within budget and according to the company's process and regulations
  • Use the field experience to develop, support and conduct technical trainings
  • Conduct product training sessions to improve dealer technical knowledge
  • Act as instructor for ILT (Instructor-led training) and LEARN & Mercury University administrator
  • Provides technical expertise to Sales Representatives and boat builders during the sales process regarding Diesel, MerCruiser Gas and outboard products on pleasure, patrol and professional applications
  • Provides technical input into bid proposals, projects and technical documents within the sales process and identifies additional sales opportunities with existing customers
  • Collaborates with sales teams to develop and recommend products and services to meet customers' requirements
  • Conduct dealer audits and analysis that result in improvement plans built together with dealers to further develop the dealer service department
  • Participation in project teams in order to set new service standards towards the leisure marine market
  • Supports the organization and participates in boat shows and selected dealer events
  • Supports the marketing department in marketing campaigns


The ideal candidate brings a technical degree or experience in a technical domain and 3-5 years experience as service technician in a B2B environment.

  • Experience in managing and delivering technical training
  • Ability to troubleshoot, test, repair and service technical equipment (electronical and mechanical)
  • Customer-oriented with good interpersonal skills and strong communication skills
  • Availability and willingness for business travel
  • Spoken and written German and English are mandatory. Knowledge of French is an asset
  • Good computer skills in MS Office
  • High level of precision in performing the work
  • Interest for engines & boating industry
  • Self-starting, self-motivating, self-learning work approach
  • Mature, self-assured and dynamic personality
  • High sense for ethics


A competitive salary package that includes a basic salary commensurate with the candidate’s experience, a performance-related bonus, a company car, company occupational group insurance and industrial injury insurance. The opportunity to work for a brand leader in a complex function in the marine industry.

  • Placed on:Fri 19 June 2020
  • Location: Germany

Brunswick Marine in EMEA Inc.

Parc Industriel de Petit-Rechain, Avenue Mercury 8
4800 Verviers

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