Technical Customer Support Manager

• Pompano Beach
• On-site

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.

About the position

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.

Your main 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.

What do we offer

You are offered an interesting role in a dynamic fast paced and global environment with great opportunities to grow and take on new challenges. The growth at Dometic is continuous which gives you great possibilities to evolve with the company.

• Medical/Dental/Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401 (k) with company match
• PTO
• Company defined holidays and two floating holidays for you to use as you choose
• Paid maternity/paternity leave
• Tuition assistance
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact