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Regional Service Manager US/Canada – Mercury Marine

Mercury_Field Svc_LU_1C

The Regional Service Manager – will be responsible for all field technical service support and dealer service development operations in one of the following regions. Central US / Central & Atlantic Canada, Western US / Western Canada, and the Eastern and Southeastern Coastal region. The Regional Service Manager is required to live within their managed region.

Key Responsibilities:

  • Manage daily activities of the operational service support function.
  • Provide dealer development guidance and maintain associated document standards.
  • Handle and resolve complex customer requests or complaints.
  • Oversee workflow of all business processing, including reports, charts, and other statistics to support and direct the service department.
  • Initiate and track service issues to completion.
  • Assist with budget management to ensure expenses meet target goals.
  • Monitor and manage territory changes and implement realignments as necessary.
  • Oversee the hiring, training, and development of field personnel. Provide strategies and direction of the region to achieve goals and objectives, through coaching, mentoring and employee check-ins.
  • Manage and promote the flow of information within the organization.
  • Coordinate field strategies with other regions.
  • Coordinate with other departments within Mercury and Brunswick to achieve targets and objectives.
  • Provide technical product expertise as required.
  • Travel within their region to assure a strong relationship of your team and the regional dealer network.
  • Review new dealer prospects for approval or rejection based on contract requirements and territory business strategy.

Experience and Skills:

  • Marine product knowledge including: outboards, jet drives, stern drives, inboards, pod drives, diesel engines, joystick piloting, and P&A lines (remote controls, propellers, replacement parts, oils and lubricants, inflatable boats, and trolling motors, etc.)
  • Familiar with best practices, concepts, policies in the service management field.
  • Problem-solving skills, especially in situations of high stress
  • Rely on critical thinking and experience to plan and accomplish goals.
  • Strong customer service skills in the areas of handling disputes and treating customers with care
  • Ability to motivate others on a team and help them succeed
  • Work well with diverse personalities.

Education and Experience Requirements:

  • 6 or more years in marine service-related capacity is required
  • Advanced mechanical / electrical background is required
  • Bachelor’s degree is preferred

Apply at Regional Service Manager – US / Canada (myworkdayjobs.com)

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