Senior Leader of Customer Support (Marine or RV Industry Required)

Key Responsibilities

• Oversee warranty administration across all product lines, ensuring accuracy, efficiency, and consistency.
• Leverage data analytics and tools to identify trends, predict customer needs, and proactively address issues at both dealer and retail levels.
• Utilize warranty and service data to support root cause analysis and continuous improvement initiatives.
• Manage and resolve customer escalations with urgency, professionalism, and accountability.
• Engage directly with customers when necessary to ensure high-quality resolution and satisfaction.
• Develop and implement a structured, documented escalation and triage process with defined timelines and reporting.
• Lead parts fulfillment operations with a focus on order accuracy, timeliness, and customer satisfaction.
• Improve processes and KPIs related to parts ordering, inventory, and delivery performance.
• Design and implement a customer-facing parts sales strategy, including process development, staffing, and system enhancements.
• Cook up field service and repair efforts to ensure timely and effective issue resolution.
• Recruit, develop, and coach team members to drive accountability, service excellence, and technical competence.
• Strengthen Customer Service Representative (CSR) product knowledge through structured training and documentation.
• Develop internal and field “product experts” to elevate technical support capabilities.
• Lead dealer service training programs to improve consistency, efficiency, and quality across the network.

Required Qualifications

• 5+ years of leadership experience in customer support, service operations, engineering, manufacturing, or a related function.
• Experience in the marine or RV industry.
• Strong technical competency in various boat-building competencies.
• Proven experience leading cross-functional teams and improving customer experience outcomes.
• Strong analytical skills with experience leveraging data to drive decisions and process improvements.
• Demonstrated ability to build and develop high-performing teams.
• Excellent communication and problem-solving skills with a customer-first mindset.