Technical Aftersales Associate EMEA

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. 

Purpose of role

• In line with our mission to be the most loved personal foil craft brand in the world, the Technical Aftersales Associate EMEA helps develop loyal, high performing dealers who value our partnership through strong aftersales support and business management
• Work with the regional team to identify and remove obstacles to our dealer's success with Fliteboard and ensure a frictionless ownership experience for end-users.
• Rolling out initiatives that support and grow the dealer business with us and enable them to deliver a better end-user aftersales experience with a clear focus on issue resolution and prevention.
• Scope: Approximately 80% B2B dealer / channel aftersales support and 20% D2C aftersales support, leveraging the dealer network and regional service center network to maximize in-market support.
• Scope: Approximately 70% of your time will be spent looking after assigned dealers and 30% of your time will be spent in the technical space together with the Technical After Sales Manager. This can be adjusted as needed.

Key Stakeholders

Internal:

• ·       Technical Aftersales Manager
• ·       B2B Sales Team
• ·       Direct Sales Team
• ·       Tech Service Teams
• ·       Fulfilment & Production Teams
• ·       QC/QA Team
• ·       Marketing Team

 

External:

• Dealers and their service team
• Regional Service Center and Fliteschools
• End-Users (local servicing/repair and through dealer-led model) ​

Key Accountabilities

• Working with the Senior Operations Manager EMEA and Technical Aftersales Manager to develop and roll out our dealer success strategy that delivers value for our dealers and nurtures loyal and supportive relationships.

• Meet quarterly and annual goals as part of EMEA Aftersales Team. (OKR’s, KPI’s and Customer Experience and Service Targets)

• Working closely with the Technical Aftersales Manager you will be providing technical training to both internal and external stakeholders (in-person and/or on location and online)

• Performing technical and service-related tasks such as but not limited to servicing equipment, performing repairs, ensuring equipment readiness for events and campaigns as required, in a 32 to 8 hours split between main responsibilities. The split can be adjusted as needed to meet established goals.

Responsible for the following specific outcomes:

• Act as the primary aftersales point of contact for assigned dealers, fostering strong trust-based relationships and being their first line of support for customer issues and opportunities.

• Drive dealer-led resolution to ensure 95% of end user cases are resolved via the dealer and regional service center network without central EMEA Aftersales intervention.

• Provide prioritized support to key dealers, ensuring resolution or structured escalation within one business day for critical issues.

• Ensure full adoption and compliance of aftersales processes including warranty, ticketing, customer communication and use of Flite systems and tools.

• Drive dealer and regional service center on-boarding, certification and re-certification programs, including timelines and annual compliance based on tier with a focus on equipping them with the right training, tools and access to Flite systems.

• Champion adoption and effective use of Flite aftersales systems and tools (e.g. ticketing, knowledge base, warranty portals) across dealer and regional service center networks to improve first-time resolution and prevention.

• Oversee dealer spare-parts readiness, ensuring appropriate inventory levels and alignment with our decentralized service resolution model to enable fast local support.

• Manage, approve and monitor warranty cost performance and knowledge gaps, identifying and addressing outliers through targeted coaching, process changes or training.

• Support local end-users in Dutch market and other assigned DTC channels in alignment with the dealer-led aftersales model, coordinating smooth handovers and ensuring a consistent experience.

• Providing regular service training to local team members and dealers as needed

• Perform regular service and repair operations as required for internal and external stakeholders

• Support with any other tasks and duties in collaboration with the Technical Aftersales Manager

• Support marketing and events related projects in a technical capacity as required.

Acting as a guide for the local EMEA Aftersales Team members:

• Sharing the vision of the business and putting the dealer at the center of everything we do
• Supporting the wider EMEA Team when needed, especially in periods of high volume or during key launches and campaigns.
• Be a driver of our Flite culture in the EMEA Team, role-modelling collaboration, ownership and continuous improvement.
• Celebrating the wins with the EMEA team and sharing best practices and success stories from dealers and regional service centers.

What Good looks like in 12 Months

• Your assigned dealers and regional service centers love working with you and feel supported, enabled, and informed.
• You and your assigned dealers are well trained in product, systems and aftersales procedures and are confident in resolving most issues locally.
• Dealers and regional service centers are invested in parts, accessories, tools and training that drives fast, local end-user resolution and delight
• You operate autonomously and have strong collaboration with your internal stakeholders, managing your portfolio and priorities effectively.
• OKR's and KPIs for your area (including case resolution, prevention indicators and satisfaction scores) are being met or exceeded.
• You are a hands-on technical expert with regards to all Flite products.
• You are able to run accurate technical training sessions with the dealers and their service technicians as well as the local EMEA Flite Team.
• You are able to effectively perform servicing and repairs on all Flite products that ensure a first-time resolution.

Culture

• Effective relationships built with Fliteboard senior management, and employees.
• 360° peer feedback - positive + constructive feedback.

Skills, Qualifications & Abilities

• Contribute to the overall effectiveness of the team.
• Skilled communicator – written and verbal.
• High level of attention to detail.
• Emotional intelligence and empathy.
• A high level of resilience and composure.
• Ability to work in a fast-paced, ever-changing environment.
• Positive, adaptable, customer-focused approach.
• Computer skills – advanced MS Word, intermediate MS Excel, intermediate MS PowerPoint, and email (Outlook)
• Experience with customer support platforms/helpdesks.

Our offer:

This exciting position offers a salary range between 46.000€ and 54.000€ (payable in 12.96 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:

• A Bonus plan at a target of 5% of the annual salary;
• 5 extra-legal vacation days ;
• The possibility to work from home 2 days per week with a daily net allowance;
• Free access to LinkedIn Learning to support your personal growth;
• Employee Discount Program that allows for discounts on Boats, Engines and P&A;
• Employee Boat Rental Program;
• 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.

Brunswick is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by federal, state, or local law.  Diversity of experience and skills combined with passion is key to innovation and inspiration and we encourage individuals from all backgrounds to apply.  If you require accommodation during the application or interview process, please contact hrsharedservices@brunswick.com for support. 

Brunswick and Workday Privacy Policies

Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: hrsharedservices@brunswick.com or 866-278-6942.

All job offers will come to you via the candidate portal you create when applying through a posted position through https:///www.brunswick.com/careers.  If you are ever unsure about what is being required of you during the application process or its source, please contact HR Shared Services at 866-278-6942 or HRSharedServices@brunswick.com.

#Brunswick Corporation