Job Description

Customer Experience Supervisor

Our Client:

Our client is a world-class manufacturer of high-performance marine propulsion systems known for precision engineering, innovation, and premium customer support. With a strong reputation among OEMs and dealers, the company is dedicated to continuous improvement, quality, and delivering an exceptional customer experience.

The Opportunity:

The Customer Experience Supervisor leads the company’s customer experience, technical support, and warranty operations. This role blends hands-on technical expertise with leadership and customer engagement. The Supervisor manages a small team responsible for service, warranty, and dealer support while partnering closely with engineering and production teams to ensure product excellence and customer satisfaction. This is a full-time, exempt position based in the Great Lakes Region, requiring up to 35% travel.

Benefits:

• Competitive salary and performance-based incentives
• Comprehensive medical, dental, and vision coverage
• Benefits start day 1.
• 401(k) with company match
• Paid time off and holidays
• Opportunities for professional growth and advancement

Duties and Responsibilities:

• Customer & Dealer Support (40%) — Serve as the primary escalation point for complex technical and warranty cases. Provide advanced diagnostic support for marine engines and propulsion systems, interpret telematics data and diagnostic logs, and conduct field visits to OEMs, dealers, and customers. Deliver training, technical documentation, and service tools while leading the company’s customer support program.
• Team Leadership & Development (20%) — Manage a team of 3–4 (potentially growing to 8), including Field Service Technicians and a Customer Support Representative. Assign workloads, set priorities, and ensure timely issue resolution. Promote a collaborative, performance-driven culture and provide coaching, training, and development plans.
• Warranty Management (40%) — Oversee the full warranty process from claim submission to resolution. Review and approve goodwill and service-related decisions, monitor CRM cases, and ensure empathetic, professional communication with customers. Partner with engineering, quality, and production teams to identify and resolve recurring technical issues and improve warranty software platforms.

Qualifications:

• 5 –10 years of marine engine technical support experience.
• 5 years of team leadership experience, specifically leading a technical staff.
• Field Service leadership experience a big plus.
• Working knowledge of marine inboard motors, specifically V-8, and propulsion systems.
• Demonstrable diagnostics and troubleshooting skills.
• Exceptional written and verbal communication skills.
• Exceptional organizational and time management skills.
• High energy and positive attitude required.
• Ability to travel domestically up to 35%, often with limited notice.
• USCG Captain certification a plus.
• EE or ME engineering background a plus.

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