Technical Customer Support Manager

Dometic; Pompano Beach (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

PTO

Company holidays + floating holidays

Maternity/paternity leave

Tuition assistance

Membership reimbursement

Employee discounts

Impact opportunities

Job summary

Dometic, a global leader in mobile living, is seeking a Technical Customer Support Manager in Pompano Beach, FL. You will lead and develop a team of Technical Support Representatives, coach performance, and drive service excellence for Dometic air conditioning and refrigeration products, including warranty resolution and field support.

You will oversee training programs, manage liability claims, and deliver exceptional customer service via phone, email and in-person interactions while

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 including refrigerant circuit and controls.
• Sound logic skills for diagnosing issues.

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.
• Explain warranty process, collect information, and enter into system.
• Maintain well organized notes of each call.

Skills

Technical leadership

Customer service

Coaching

Performance management

Technical support

Education

High School diploma

Tools

EPA 608 cert

Job description

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

A suitable background would be a

solid experience in technical support leadership and customer service excellence – as well as the following qualifications and experiences:

• 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

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

• 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

Dometic's Core Values

To thrive and succeed in this role, you understand the importance of our 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.

Are you our next star?

Then we would love to see your application.

Dometic is passionate about building together an inclusive and equitable working environment, that respects individual strengths, views, and experiences. We believe that diversity enables us to thrive across our differences. Be yourself and join us!

Dometic is proud to be an equal opportunity employer. Dometic evaluates qualified applicants without regard to race, color, religion, age, gender, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.