MARINE FIELD SERVICE SUPERVISOR
The Marine Field Service Supervisor leads the Customer Experience Team (CXT), providing hands-on technical support and overseeing warranty operations. This role combines direct customer engagement, advanced technical expertise, and team leadership to deliver exceptional service to OEMs, dealers, and end users. The Supervisor manages a small team, oversees warranty processes, and collaborates closely with engineering and production teams to enhance product support and customer satisfaction. Travel up to 35% is required.
Key Responsibilities
Customer & Dealer Support (40%)
- Act as the primary escalation point for complex technical and warranty cases.
- Provide advanced diagnostic support for marine engines, drivetrains, and propulsion systems-both remotely and on-site.
- Analyze telematics data, diagnostic logs, and service reports to determine root causes of failures.
- Travel to customers, dealers, OEMs, and trade shows to conduct training, deliver technical expertise, and strengthen relationships.
- Support installations, troubleshoot issues, and provide hands-on assistance to OEM and dealer service technicians.
- Serve as a key contact for OEM management teams across engineering, production, warranty, and executive levels.
- Develop and deliver technical documentation, service bulletins, tools, and training materials.
- Measure and drive customer satisfaction, promoting continuous service improvement initiatives.
- Lead seasonal service initiatives to ensure timely dealer and customer support during peak boating periods.
Team Leadership & Development (20%)
- Manage a team of 3-4 Field Service Technicians, with potential for team expansion as the business grows.
- Allocate workload, set priorities, and ensure timely resolution of escalated cases.
- Foster a collaborative, accountable, and performance-driven team culture.
- Provide coaching, training, performance evaluations, and development planning.
- Work cross-functionally with production, supply chain, plant leadership, and senior management.
Warranty Management (40%)
- Oversee the full warranty lifecycle from claim submission through resolution, ensuring policy compliance and accuracy.
- Review and approve goodwill, warranty, and service-related decisions within established guidelines.
- Utilize CRM systems to monitor case status, manage priorities, and ensure timely resolution.
- Provide feedback to improve warranty systems and collaborate on the development and testing of future platforms.
- Maintain clear, empathetic communication with customers throughout the warranty process.
- Partner with engineering, quality, and production teams to address recurring technical and warranty trends.
Qualifications
- 8+ years of hands-on engine technical support experience; marine engine repair and maintenance experience required.
- USCG certification preferred.
- Engineering background preferred.
- Strong written and verbal communication skills.
- Ability to travel domestically and internationally, sometimes with limited notice.
Position Details
- Location: New Hudson, MI
- Schedule: Monday-Friday, 8:00 AM – 5:00 PM (in-office), with occasional evenings and weekends based on customer needs.
- Benefits: Medical, dental, and vision coverage from day one; 401(k) with company contribution (traditional and Roth options).
- Company-provided apparel and trade show gear.
- Work shoe allowance.
- Company events and team celebrations.
Physical Requirements & Work Environment
- Frequently lift and/or move up to 30 pounds; occasionally up to 50 pounds.
- Regular sitting and standing; frequent use of hands for tools and controls; occasional climbing, kneeling, crouching, crawling, and reaching.
- Exposure may include moving mechanical parts, airborne particles, chemicals, electric shock risks, and elevated noise levels (hearing protection may be required).
- Vision requirements include close vision, peripheral vision, depth perception, and focus adjustment.
Darwin Recruitment is acting as an Employment Agency in relation to this vacancy.
