It is our people behind life’s passions who will make the big difference. If you are interested in becoming part of a company that delivers market leading products, driving your own career and working with brands committed to active lifestyles, then you’ve found your fit.  

Have what it takes? Join us.

We are currently seeking a Technical Services Manager to join the Navico Group. In this progressive role you will have the opportunity to build a comprehensive Navico Technical Service team that is well positioned to provide the highest-level support for discrete components, integrated systems and connectivity. You will be responsible for the development and implementation of support systems across all Navico locations to drive improvements for our customers and assist Navico in maintaining and leading the industry in best-in-class customer focus/satisfaction.

• Develop annual technical service strategy goals to ensure value driven customer satisfaction, efficiency and continuous improvement.
  • Meet high customer service standards per the Customer service Survey
  • Identifying issues, devising solutions and accepting ownership to a successful closure.
  • Ensure analytics are provided to ensure continuous improvement.
• Monitoring teams’ performance on servicing customers, driving process improvements, and ensuring that overall customer needs are met.
  • Manage Technical Service efforts to resolve issues in a timely and effective manner.
  • Ensure effective procedures are in place to resolve customer issues.
  • Create and maintain daily, weekly and monthly reporting requirements for the technical service teams.
• Partner with Sales, Marketing and other internal teams to ensure customer needs are properly supported.
  • Maintain relationships to ensure alignment on service levels based upon customer stratification.
  • Liaise between Sales, Manufacturing/Shipping, Quality and other departments to ensure customer needs are met.

Education Requirements

• Bachelor’s degree required; Master’s degree preferred

Experience

• Minimum of five years of experience in a contact center providing on-equipment Technical Support/Service.
• Two or three years of management experience
• Strong interpersonal skills, ability to communicate at all levels of the organization
• Lean Six Sigma exposure/experience preferred/ continuous improvement mindset required
• Process and goal orientated
• Product troubleshooting abilities
• ABYC/NMEA Certifiation preferred
• Marine product knowledge and industry experience highly desirable

Skill Requirements

• Strong analytical skills for forecasting, monitoring, and identifying market trends
• Strong verbal and written communication skills
• Ability to be flexible and adapt to rapidly changing markets
• Self-motivated, ability to work independently as well as collaborate with a larger team
• Highly proficient with Microsoft Office (Excel, Word, PowerPoint)
• Working knowledge of CRM database tools (preferably Salesforce) and are experienced in the

sales process.

• Must be proficient in the Microsoft Office Suite.
• Required Travel to Navico locations, customer and industry events- At least 50%

Behavioral Requirements/Distinguishing Characteristics

• Possess good decision‐making skills and be a problem solver.
•  Must be able to thrive in a fast‐paced start‐up setting.
• Ability to multi‐task and shift priorities to meet the needs of the sales department and our customers.
• To be able to multi task in case of shifting priorities.
• Working in a startup environment requires a self‐motivated and energetic positive attitude

We recognize 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. Diversity of experience and skills combined with passion is a key to innovation and inspiration. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled

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