Dealer Development Specialist

Tiara Yachts•Holland, MI

1d•Onsite

About The Position

Tiara Yachts is seeking a highly organized and process-driven Dealer Development Specialist to support and enhance the dealer service and customer relations experience across the Tiara network. This role is responsible for driving consistency, efficiency, and continuous improvement through dealer onboarding, training, systems management, performance tracking, and service-related initiatives. Serving as the primary coordinator and systems expert for Customer Relations processes, this individual will ensure accurate data management, effective communication, and strong alignment between dealers and internal teams. The ideal candidate is proactive, detail-oriented, technically proficient, and passionate about improving both dealer performance and customer satisfaction.

Requirements

Experience supporting dealer networks, customer relations, service operations, or technical support environments in the marine industry required
Strong organizational skills with exceptional attention to detail and follow-through
Experience working with systems, databases, and process management tools
Excellent communication and cross-functional collaboration skills

Responsibilities

Lead the end-to-end onboarding process for new dealers to ensure a consistent and efficient startup experience
Review and communicate policy manuals, procedures, and service expectations
Manage user setup and system access across internal platforms including Dealer Direct, Waypoint, and related systems
Ensure all required dealer information, commissioning documentation, customer acceptance forms, and related records are collected, validated, and entered accurately and on time
Serve as the primary “power user” and subject matter expert for Customer Relations systems and processes
Maintain accuracy and completeness of dealer and customer data across systems
Identify system gaps, inefficiencies, and user challenges; collaborate with internal teams to implement improvements
Support user access, troubleshooting, and compliance with established processes and procedures
Own the development, organization, and continuous improvement of dealer training programs, including Tiara Tech initiatives
Coordinate and manage training delivery across multiple formats including in-person sessions, online learning, and technical seminars
Support initiatives such as Tiara Technical Seminars, new model training, and digital learning modules
Ensure training consistency and standardization throughout the dealer network
Assist with onboarding and training of internal Customer Relations team members
Coordinate and support registration processes for boats and key components including engines, Seakeeper systems, generators, and related equipment
Assist dealers in obtaining and maintaining required certifications such as Mercury, Volvo, Garmin, HVAC, and related programs
Ensure compliance with manufacturer requirements and company standards
Manage administration and communication of the Dealer Elite Program
Track and report CSI (Customer Satisfaction Index) scores, including initial and follow-up data
Develop, distribute, and track technical and service bulletins across the dealer network
Monitor bulletin completion and compliance to ensure accountability and visibility
Serve as a key resource for dealer questions related to claims processes and systems
Coordinate user access and support for claims management platforms
Act as a central point for identifying recurring service and quality concerns from the field
Facilitate feedback loops between dealers and internal departments including Quality, Engineering, and Customer Relations
Support RAIL initiatives and dealer quality meetings
Track recurring issues and support continuous improvement efforts aimed at reducing warranty claims and improving customer satisfaction