Marine Field Service Supervisor Job at Darwin Recruitment GmbH (New Hudson, MI)

Job Description

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.

Job Responsibility

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
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
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

Requirements

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

Nice to have

USCG certification
Engineering background

What we offer

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

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Marine Field Service Supervisor

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