Description:

Reports to: Technical Customer Service Manager

Number of direct reports: 0

Travel: 5%

Schedule: Onsite (No Remote option available)

Internal Stakeholders: Sales, Engineering, Quality and Operations

External stakeholders: Distributors, Service Dealers, OEMs, and End users

Summary:

Dometic Marine’s facility in Pompano Beach, FL manufactures heating, ventilation, air-conditioning and refrigeration systems for sport fishing, pleasure boats, and commercial markets.

Provide technical advice to internal and external customers concerning proper application, installation, and operation of Dometic core air conditioning and refrigeration equipment. Possess a complete understanding of Dometic warranty policy as it applies to the equipment and customers that are supported. Customer contact will be by phone, email, and in-person. Listen with patience, read carefully, speak clearly and display empathy for the customer.

Main responsibilities:

· Provide accurate technical assistance on Dometic core air conditioning and refrigeration products.

· Provide explanation of warranty process, collect complete information required and enter into system.

· Maintain well organized notes of each call.

· 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.

· Assist with field service and technical training sessions as required

Qualifications and experience:

· High School graduate or equivalent

· 1 – 2 years of manufacturing or field service of air conditioning and refrigeration equipment

· Comfortable with computers and navigating programs

· EPA Clean Air 608 Type I and II certificate

· Preferred to have a good knowledge of basic air conditioning operation

· Sound logic skills for working through diagnostics

Behavioral requirements:

· 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 overview:

Dometic Group operates in the retail industry and manages the manufacturing, sales, and service of products for the outdoor market. The product range is broad and includes portable coolers, grills, air conditioning systems, tents, batteries, and solar energy solutions for mobile, outdoor lifestyles. The business is a global company and customers include retailers of outdoor products as well as consumers and manufacturers of vehicles and boats. The Dometic Group was founded in 2001 and is headquartered in Stockholm, Sweden.

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.