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.

• 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

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.

• 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