Technical Customer Support Manager

Marine•Pompano Beach, FL

6d•Onsite

About The Position

Dometic is a global market leader in the mobile living industry. Millions of people around the world use Dometic products in outdoor, residential, and professional applications. Our Marine organization is a trusted provider of innovative solutions for the worldwide boating and boat building industry, and we recently expanded our scope to lead the boating industry into an electrified future. Dometic has won numerous NMMA Innovation Awards over the years and we are always striving for new ways to make boating easier, safer, and more enjoyable. We are a journey of continuous growth – now looking for our next star – a passionate Technical Customer Support Manager. This position reports to the Director of Technical Customer Service & Warranty and will work in Pompano Beach, FL. As the Technical Customer Support Manager, you will lead and develop a team of Technical Support Representatives through coaching, mentoring, performance management, and goal setting. You will provide technical support and guidance to internal and external customers regarding Dometic air conditioning and refrigeration products, oversee technical training programs, manage warranty claim resolution, and negotiate customer settlements when needed. This role also includes field support, product inspections, and assisting with liability claim investigations while delivering exceptional customer service through phone, email, and in-person interactions.

Requirements

Lead and develop a team of Technical Support Representatives through coaching, mentoring, performance management, and goal setting.
Provide technical support and guidance to internal and external customers regarding Dometic air conditioning and refrigeration products.
Oversee technical training programs.
Manage warranty claim resolution.
Negotiate customer settlements when needed.
Field support.
Product inspections.
Assist with liability claim investigations.
Deliver exceptional customer service through phone, email, and in-person interactions.

Responsibilities

Establish goals and evaluations for Tech support team
Monitor workload for even distribution
Provide Technical expertise for liability claims against Dometic
Provide accurate technical assistance on all Dometic air conditioning and refrigeration products to include core, legacy and newly release product.
Provide explanation of warranty process, collect complete information required and enter into system.
Maintain well organized notes of each call.