Technical Customer Support Manager

Cool Gear International; Pompano Beach (FL); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Disability insurance (STD/LTD)

401(k) with company match

PTO

Holidays + 2 floating holidays

Paid maternity/paternity leave

Tuition assistance

Membership reimbursement (wholesale &

Employee discounts on our incredible产品

Job summary

Dometic seeks a Technical Customer Support Manager to lead a team in the Pompano Beach, FL facility. The role focuses on directing technical support for Dometic air conditioning and refrigeration products, managing warranty processes, and providing field service leadership.

You will mentor staff, ensure quality customer service, and collaborate with Quality and Engineering to resolve complex issues while supporting continuous product training and inspections.

Qualifications

• 10-15 years of manufacturing or field service in air conditioning/refrigeration equipment.
• 10 years of technical support experience including field work and training sessions.
• EPA Clean Air 608 Type I and II certification.
• Expert knowledge of air conditioning operation, refrigerant circuits and controls.
• Strong diagnostic and problem-solving skills.

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 warranty claim resolution and negotiate settlements when needed.
• Field support, product inspections, and assisting with liability claim investigations.
• Maintain well-organized notes and communicate trends to Quality and Engineering.

Skills

Technical leadership

Customer service excellence

Communication skills

Patience & people skills

Detail oriented

Field service experience

Diagnostics reasoning

Education

High school diploma or equivalent

EPA Clean Air 608 Type I & II certification

Tools

Dometic programs

Job description

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 on 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 the Pompano Beach, FL facility.

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.

General 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, evolve with the company and take on new challenges.

• 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

SKILLS & REQUIREMENTS

The ideal candidate will bring proven experience in technical support leadership and customer service excellence. Additionally, they will have acquired 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.

• Follow through to ensure customer issue is resolved.
• Communicate to Quality and Engineering when a trending problem is recognized.
• Plan and execute activities to expand and strengthen knowledge of Dometic product and processes.
• Strong focus in field service and technical training sessions

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.