What are the responsibilities and job description for the Technical Customer Service Manager position at Marine?
About the position
Dometic is a global market leader in the mobile living industry. Millions of people around the world use Dometic products in outdoor, residential, and professional applications.
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 a journey of continuous growth - now looking for our next star - a passionate Technical Customer Service Manage. This position reports to Director of Customer Service & Training and will work in Ashland, VA.
As Technical Customer Service Manager of the Ashland, VA team, you will be involved in managing a team of Technical Support Representatives, setting goals, mentoring and performing evaluations. You 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.
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.
- 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
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.
SKILLS & REQUIREMENTS
The ideal candidate for this role will bring demonstrated success in (operational / engineering / manufacturing / etc.) environment. Additionally, they will have acquired the following qualifications and experiences :
To be successful in this role, we believe that you possess the following skills, competencies & characteristics :
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.
