Technical Supervisor-Dealer Service, Quality

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Location:
Petit-Rechain, BelgiumWorkplace Category: HybridTravel Required: YesDirect Reports: N/AThe Technical Supervisor – Dealer Service, Quality & Technical Information (EMEA) is responsible for ensuring consistent service quality, technical compliance, and dealer performance across EMEA. The role governs Dealer Service Level Assessments, technical tools, warranty support, and the full lifecycle of technical information (service literature, bulletins, advisories, and safety communications).
A key responsibility is acting as EMEA interface with the technical literature organization of Mercury Marine, ensuring accurate, timely, and controlled dissemination of all technical documentation and service communications. Provide technical support to Sales Offices, Distributors, and Dealer networks. Deliver or support technical training sessions at BME facilities and regional hubs. The role also provides backup support for Safety Recall Campaigns and Product Rework / Update programs, ensuring field execution consistency and compliance with safety and regulatory requirements.
Position Overview:Dealer Service Level Assessment & Audit GovernanceDefine, implement, and monitor Dealer Service Level KPIs across EMEA regions.
Lead and coordinate Dealer Service Level Assessments and audits across Sales Offices and Distributors.
Ensure consistency in audit methodology, scoring systems, and reporting standards.
Set performance targets aligned with After-Sales strategic objectives.
Follow up corrective actions to ensure closure and continuous improvement.
EMEA After-Sales Performance CoordinationAct as central technical governance point for EMEA Sales Offices and Distributors.
Consolidate and analyse after-sales performance data and report insights to leadership.
Ensure harmonized implementation of after-sales processes across all regions.
Identify performance gaps and drive structured improvement initiatives.
Technical Literature Ownership & Publication ControlOwn coordination, validation, and distribution of all technical literature, including:Owner manualsService manualsService bulletinsService advisoriesTechnical updates and field communicationsEnsure technical documentation is accurate, controlled, and consistently updated.
Guarantee timely publication and distribution to all EMEA stakeholders (dealers, distributors, sales offices). Maintain document control, version traceability, and obsolescence management.
Act as EMEA interface with Technical Literature Department of Mercury Marine, ensuring:Alignment between global and regional documentationIntegration of field feedback and engineering updatesResolution of documentation gaps or inconsistenciesEnsure structured and standardized communication of technical information across the network.
Safety Recall Campaigns & Product ReworkAct as backup support for Safety Recall Campaigns and Product Rework / Update programs.
Support coordination of field execution for safety-related campaigns in EMEA.
Ensure dealers and distributors correctly implement recall instructions and technical updates.
Monitor campaign progress and compliance status across regions.
Support communication flow between Engineering, Quality, and field organizations.
Contribute to ensuring regulatory compliance and customer safety in all campaign activities.
Technical Tools & Documentation ManagementMaintain and update the official BME after-sales tool list (diagnostic tools, workshop equipment, service requirements).
Ensure consistent communication and adoption of tool standards across EMEA.
Support workshop capability standardization and technical readiness.
Update tool requirements based on product evolution and service feedback.
Warranty, Pre-Authorizations & Claims SupportProvide backup support for warranty claim evaluation and pre-authorization processes.
Ensure technical validation of claims is aligned with policy and quality standards.
Support escalation cases requiring advanced technical assessment.
Contribute to cost control and fraud prevention in warranty operations.
Quality Reporting & Continuous ImprovementDevelop and maintain structured after-sales and quality performance reports.
Analyse field failure trends and recurring technical issues.
Feed field insights into product improvements, literature updates, and service processes.
Technical Support & TrainingProvide technical support to Sales Offices, Distributors, and Dealer networks.
Deliver or support technical training sessions at BME facilities and regional hubs.
Ensure dissemination of technical updates, service procedures, and best practices.
Support development of regional technical