Technical Customer Support Manager

About the Role

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. 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. Dometic's Core Values: Together We build our future, We play to win, We embrace change and We walk the talk; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.

Responsibilities

• 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.
• Provide field support.
• Conduct product inspections.
• Assist with liability claim investigations.
• Deliver exceptional customer service through phone, email, and in-person interactions.
• 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 released product.
• Provide explanation of warranty process, collect complete information required and enter into system.
• Maintain well organized notes of each call.

Qualifications

• High School graduate or equivalent
• 10-15 years of manufacturing or field service of air conditioning and refrigeration equipment
• 10 years of technical support experience to include field work and training sessions
• Strong knowledge of computers and Dometic programs and processes
• EPA Clean Air 608 Type I and II certificate
• Expert knowledge of air conditioning operation to include refrigerant circuit and controls
• Sound logic skills for working through diagnostics

Skills

• Strong written and verbal communication skills
• Exemplary standards of ethics, integrity, and accountability
• High attention to detail and strong organizational skills
• Patience and people skills to calm aggravated customers

Benefits

• Medical/Dental/Vision Insurance
• Employee Assistance Program (EAP)
• Disability insurance (STD/LTD)
• 401(k) with company match