Are you ready for what’s next?
Come explore opportunities within Brunswick, a global marine leader committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond. Brunswick believes “Next Never Rests™,” and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation.
EMEA Aftersales Associate
Reports to EMEA Customer Manager - (Please submit CVs in English.)
Our Mission - To offer the best in industry customer experience in after-sales support.
Role Purpose:
In line with our mission to be the most loved personal foil craft brand in the world, the EMEA Aftersales Associate helps develop loyal, high performing dealers who value our partnership through strong aftersales support and business management .
Work with the regional team to identify and remove obstacles to our dealer's success with Fliteboard and ensure a frictionless ownership experience for end-users.
Rolling out initiatives that support and grow the dealer business with us and enable them to deliver a better end-user aftersales experience with a clear focus on issue resolution and prevention.
Scope: Approximately 80% B2B dealer / channel aftersales support and 20% D2C aftersales support, leveraging the dealer network and regional service center network to maximize in-market support.
Key Stakeholders:
Internal:
B2B Sales Team
Direct Sales Team
Tech Service Team
Fulfilment & Production Teams
QC/QA Team
Marketing Team
External:
Dealers and their service teams
Regional Service Centre and Fliteschools
End-Users (Through dealer-led model)
Key Accountabilities:
Work with the Regional Customer Manager EMEA to develop and roll out our dealer success strategy that delivers value for our dealers and nurtures loyal and supportive relationships.
Meet quarterly and annual goals as part of EMEA Aftersales Team. (OKR’s, KPI’s and Customer Experience Targets)
Responsible for the following specific outcomes:
Act as the primary aftersales point of contact for assigned dealers, fostering strong trust-based relationships and being their first line of support for customer issues and opportunities.
Drive dealer-led resolution to ensure 95% of end user cases are resolved via the dealer and regional service center network without central EMEA Aftersales intervention.
Provide prioritized support to key dealers, ensuring resolution or structured escalation within one business day for critical issues.
Ensure full adoption and compliance of aftersales processes including warranty, ticketing, customer communication and use of Flite systems and tools.
Champion adoption and effective use of Flite aftersales systems and tools (e.g. ticketing, knowledge base, warranty portals) across dealer and regional service center networks to improve first-time resolution and prevention.
Drive dealer and regional service center on-boarding, certification and re-certification programs, including timelines and annual compliance based on tier with a focus on equipping them with the right training, tools and access to Flite systems.
Oversee dealer spare-parts readiness, ensuring appropriate inventory levels and alignment with our decentralized service resolution model to enable fast local support.
Manage, approve and monitor warranty cost performance and knowledge gaps, identifying and addressing outliers through targeted coaching, process changes or training.
Support local end-users in Dutch market and other assigned DTC channels in alignment with the dealer-led aftersales model, coordinating smooth handovers and ensuring a consistent experience.
Acting as a guide for the local EMEA Aftersales Team members:
Sharing the vision of the business and putting the dealer at the center of everything we do
Supporting the wider EMEA Team when needed, especially during periods of high volume or during key launches and campaigns.
Be a driver of our Flite culture in the EMEA Team, role-modelling collaboration, ownership and continuous improvement.
Celebrating the wins with the EMEA team and sharing best practices and success stories from dealers and regional service centers.
What good looks like in 12 months
Your assigned dealers and regional service centers love working with you and feel supported, enabled, and informed.
You and your assigned dealers are well trained in product, systems and aftersales procedures and are confident in resolving most issues locally.
Dealers and regional service centers are invested in parts, accessories, tools and training that drives fast, local end-user resolution and delight
You operate autonomously and have strong collaboration with your internal stakeholders, managing your portfolio and priorities effectively.
OKR's and KPIs for your area (including case resolution, prevention indicators and satisfaction scores) are being met or exceeded.
Skills, Qualifications & Abilities
You love watersports and can relate to our customers.
Customer-centric: Dedicated to swiftly resolving issues to get customers back on the water
Continuous learner: Demonstrates curiosity and eagerness to expand knowledge
Team player: Contributes effectively to overall team performance
Excellent communicator: Proficient in both written and verbal communication in English and Spanish - other European languages also welcome
Personal Attributes
Detail-oriented: Maintains high level of accuracy in all tasks
Emotionally intelligent: Displays empathy and understands customer needs
Resilient: Maintains composure under pressure
Adaptable: Thrives in a fast-paced, dynamic environment
Positive attitude: Approaches challenges with a customer-focused mindset
We offer flexibility in the work hours and ask for flexibility in return. This includes working weekends and holidays when our customers are on the water, and we want to look after them!
Technical Skills
Proficient in Microsoft Office Suite
Familiar with customer support platforms and helpdesk systems: Salesforce, Zendesk, Shopify and Monday (or equivalents) .
This exciting position is a Global Grade 7 and offers a salary of between €42,000 - €49,000. Please be aware that this range represents the pay range for all positions within the job grade in which the post falls. The actual salary offer will consider a wide range of factors, including skills, experience, and location (country). We also offer the following benefits:
Contribution to your personal Pension Insurance
Daily Travel Allowance
Laptop
Free access to LinkedIn Learning to support your personal growth;
A unique, fun and rewarding work environment that fosters individual growth and rewards performance in the Marine segment of the recreational industry
This role will be based in our Offices in Nord Amsterdam, The Netherlands.
Next is Now!
We value growth and development, recognizing 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.
Brunswick is committed to providing a workplace that offers equal employment opportunities based solely on merit. Therefore, discrimination based on race, color, religion, sex, national origin, disability, veteran status or any other protected status under applicable local, state or federal law is not tolerated.
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Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors.
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