Senior Director of Customer Support (Marine or RV Industry Required)

Job Title: Senior Director of Customer Support

Employment Type: Full-Time on Site

Classification: Exempt

Location: Orlando, Florida

JOB DESCRIPTION

Summary Regal Boats is seeking a strategic and operationally driven Senior Leader Director of Customer Support to lead and elevate the full customer support lifecycle, including warranty administration, parts operations, field service, technical training, and overall customer experience.

This role will drive operational excellence, strengthen technical expertise across internal teams and dealer networks, and leverage data analytics and emerging technologies to proactively improve product support and customer satisfaction. The Senior Director of Customer Support will serve as a key leader in ensuring Regal delivers a best-in-class ownership experience.

Key Responsibilities

1. Customer Support & Warranty Operations
1. Oversee warranty administration across all product lines, ensuring accuracy, efficiency, and consistency.
2. Leverage data analytics and tools to identify trends, predict customer needs, and proactively address issues at both dealer and retail levels.
3. Utilize warranty and service data to support root cause analysis and continuous improvement initiatives.


2. Escalation Management


1. Manage and resolve customer escalations with urgency, professionalism, and accountability.
2. Engage directly with customers when necessary to ensure high-quality resolution and satisfaction.
3. Develop and implement a structured, documented escalation and triage process with defined timelines and reporting.


3. Parts & Service Operations


1. Lead parts fulfillment operations with a focus on order accuracy, timeliness, and customer satisfaction.
2. Improve processes and KPIs related to parts ordering, inventory, and delivery performance.
3. Design and implement a customer-facing parts sales strategy, including process development, staffing, and system enhancements.
4. Coordinate field service and repair efforts to ensure timely and effective issue resolution.


4. Training & Team Development


1. Recruit, develop, and coach team members to drive accountability, service excellence, and technical competence.
2. Strengthen Customer Service Representative (CSR) product knowledge through structured training and documentation.
3. Develop internal and field "product experts" to elevate technical support capabilities.
4. Lead dealer service training programs to improve consistency, efficiency, and quality across the network.

Required Qualifications

1. 5+ years of leadership experience in customer support, service operations, engineering, manufacturing, or a related function.
2. Experience in the marine or RV industry
3. Strong technical competency in various boat-building competencies
4. Experience with warranty systems, parts operations, or dealer networks.
5. Proven experience leading cross-functional teams and improving customer experience outcomes.
6. Strong analytical skills with experience leveraging data to drive decisions and process improvements.
7. Demonstrated ability to build and develop high-performing teams.
8. Excellent communication and problem-solving skills with a customer-first mindset.

Preferred Qualifications

1. Bachelor's degree in Business, Engineering, Operations, or related field.
2. Familiarity with CRM systems, service platforms, and data analytics tools.

Work EnvironmentThis job operates in a professional office environment. It is a fully onsite role, five days a week, and routinely uses standard office equipment such as computers, phones, and photocopiers.

Physical DemandsThe physical demands described here are representative of those that a team member must meet to successfully perform the essential functions of this job.

While performing the duties of this job, the team member will regularly sit at a desk and work on a computer for prolonged periods of time. The team member must frequently go into non-climate-controlled manufacturing facilities to connect with and assist management and team members with HR-related issues. The team member is occasionally required to lift up to 15 pounds.

Other DutiesPlease note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time, with or without notice.