Reports to: Director of Customer Service & Training

Number of direct reports: 5-8

Travel: 60%

Schedule: Onsite, Field, international

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.

This role will be responsible for managing a team of Technical Support Representatives, setting goals, mentoring and performing evaluations. It will also provide technical advice to internal and external customers concerning proper application, installation, and operation of all Dometic air conditioning and refrigeration equipment, including field support. Manage and execute technical training sessions. Manage execution of Dometic warranty policy as it applies to the equipment and customers that are supported. Negotiate settlements with customers on warranty issues. Customer contact will be by phone, email, and in-person. Listen with patience, read carefully, speak clearly and display empathy for the customer. Support field inspections for liability claims against Dometic, to include gathering background data, onsite inspections, and depositions.

Requirements

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.
• 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
• Train Level I, II & III TSR's

Qualifications and experience:

• 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

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.