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Technical Customer Support Specialist

South & West Germany

Description du job

Our partner, Brunswick Marine in EMEA, is one of the largest leisure boating industry companies within the EMEA region.
With their EMEA headquarters in Belgium, they have more than 3,300 sales and service dealers continually striving for improvement in customer service. 
In order to reinforce their German team, in a partnership with Proselect, our client is looking for a:

Technical Customer Support Specialist (M/F/X)

  1. Votre défi !

    A job to support Brunswick’s dealers in South and West Germany!
    The Technical Customer and Sales Support Specialist provides post-sales, warranty and application support to the dealer network and OEM accounts, including technical product training, troubleshooting, problem resolution and maintenance with respect to the marine products, with the objective to drive service success that improves customer satisfaction and maximizes customer retention. The role holder will also provide technical knowledge, advice and support to sales representatives on the field during the OEMs sales process to resolve requests regarding product/service technical issues and maximize the benefits derived from Mercury Marine products and services.
    The assigned territory is the South and West of Germany (the assigned territory may be subject to change according to the organization’s needs and employee’s skills)

    Technical support for dealers and OEM accounts:

    • Implementation of existing service programs designed to achieve proper service of Brunswick’s marine products (Mercury Outboards, Mercruiser, Quicksilver Inflatable’s, Quicksilver P&A, Valiant …)
    • Build relationships with dealers (technicians and service managers) that will allow Brunswick to set new service standards and policies. 
    • Diagnose and analyse product and service-related problems encountered by dealers’ service technicians and retail customers. Perform manual adjustments in control systems if adequate.
    • Assist the assigned OEM account(s) in identifying 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 claim support

    • Warranty control and analysis in order to identify training needs.
    • Report quality issues to the EMEA quality coordinator / After Sales EMEA team that could result in possible product improvements.
    • Support the assigned territory with pre-authorizations within budget and according to the company’s process and regulations.

    Technical training

    • Use the field experience to develop, support and conduct technical training.
    • Conduct product training sessions during interventions to improve dealer technical knowledge.
    • Act as Instructor Lead training (ILT) and LEARN & Mercury University administrator.

    Technical Sales Support

    • 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.

    Dealer development

    • Conduct dealer audits and analyses that result in improvement plans built together with dealers to further develop the dealer service department in accordance with the Brunswick dealer development plan.
    • Improvement projects
    • Can be invited to join project teams that will result in setting new service standards for the leisure marine market.

    Boat shows and tests

    • Build stands and participate at boat shows and selected dealer events. Support the marketing department at tests for journalists.
  2. Vos talents

    A technical background with good interpersonal skills
    • Technical degree or equivalent by experience;
    • 3-5 years experience as a service technician in a b2b environment. Knowledge in mechanics and electronics, and programming skills are a plus;
    • Experience in managing and delivering technical training;
    • Ability to troubleshoot, test, repair and service technical equipment (electrical and mechanical);
    • Customer-oriented with good interpersonal skills and strong communication skills;
    • Availability and willingness for business travel;
    • Spoken and written English and German are mandatory. Knowledge of French is an asset;
    • Good computer skills in MS Office;
    • High level of precision in performing the work;
    • Interest in engines & boating industry;
    • Self-starting, self-motivating, self-learning work approach;
    • Mature, self-assured and dynamic personality;
    • High sense of ethics.
  3. Notre offre

    A very dynamic and positive work environment with a strong team spirit

    In addition to an undetermined duration contract and a fulltime position, an attractive pay and benefits, our client is offering you the chance to join a company on a human scale that belongs to a solid group that is constantly expanding.

    Proselect has the exclusivity on this recruitment. Interested candidates are invited to use exclusively the « apply » button to submit their application. 

    Your application will be processed quickly and confidentially.