Marine
Director of Customer Service and Training
Marine, Pompano Beach, FL
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 Director of Customer Service and Training. This position reports to the GM of Dometic Pompano and will work in Pompano Beach, FL.
As Director of Customer Service and Training of the Pompano Beach, FL team, you will be involved in leading customer service and training efforts to deliver exceptional support and technical expertise across core product areas, including air conditioning, refrigeration, water management, and sanitation. This role will be instrumental in elevating customer satisfaction, optimizing support processes, and creating a comprehensive training program to equip authorized dealers with in-depth knowledge and skills.
General Responsibilities
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.
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 Director of Customer Service and Training. This position reports to the GM of Dometic Pompano and will work in Pompano Beach, FL.
As Director of Customer Service and Training of the Pompano Beach, FL team, you will be involved in leading customer service and training efforts to deliver exceptional support and technical expertise across core product areas, including air conditioning, refrigeration, water management, and sanitation. This role will be instrumental in elevating customer satisfaction, optimizing support processes, and creating a comprehensive training program to equip authorized dealers with in-depth knowledge and skills.
General Responsibilities
- Customer Service Leadership:
- Oversee customer service teams in Pompano and Virginia locations, ensuring adherence to quality standards and responsiveness.
- Coordinate the workflow and function of the teams to meet performance goals and business need.
- Drive a customer-centric culture, providing ongoing coaching and support to improve service effectiveness and efficiency.
- Develop and enforce consistent processes for customer inquiries, technical support, warranty claims, and escalations.
- Monitor service performance metrics and manage reporting to identify trends, opportunities for improvement, a potential issues.
- Manage escalated customer complaints with a focus on timely, satisfactory resolutions.
- Collaborate with cross-functional teams (Product, Engineering, Sales) to ensure root cause analysis and proactive solutions to recurring issues. Providing staff with ongoing coaching, skill training, and facilitating business process improvements driven by business initiatives.
- Supervises customer service-related activities involving inbound and outbound calls and email inquiries, and online portal service requests
- Work closely with IT and quality assurance teams to enhance customer interaction systems, including case management, documentation, and portal functionality. Perform other related duties as assigned.
- Design and implement a comprehensive training curriculum tailored to Dometic's boat living products as a foundational part of the Authorized dealer program.
- Coordinate with Product Managers, Sales, and Subject Matter Experts to create detailed, practical training modules covering product features, troubleshooting, and maintenance.
- Oversee the development of engaging, high-quality training materials, including multimedia content, to ensure effective learning outcomes.
- Conducts follow-up studies of all completed training to evaluate and measure results and modifies programs as needed.
- Owns strategy and development of all training content delivered for all retail and sales channels.
- Develops and manages the training budget; meets deadlines and budget constraints to deliver training materials.
- Tracks key business indicators to determine the effectiveness of current training and development programs.
- Lead the research, selection, and deployment of a Learning Management System (LMS) to support scalable, interactive training experiences for dealers and internal teams.
- Regularly update and maintain the LMS, integrating feedback from participants to continuously improve the platform's effectiveness.
- Track and report on training completion rates, assessment results, and satisfaction scores to evaluate and enhance program impact.
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 for this role will bring demonstrated success in (operational/engineering/manufacturing/etc.) environment. Additionally, they will have acquired the following qualifications and experiences:
- Minimum four-year bachelor's degree in business, Accounting, or related discipline
- 7 to 10 years of progressively responsible experience in customer service and multi-channel contact center operations
- Minimum 5 or more years of supervisory/management experience.
- Work experience in the Marine industry preferred
- Strong communication, problem-solving, and project management skills, with the ability to motivate and guide diverse teams.
- Proficiency in Learning Management Systems and digital learning platforms.
- Track record of successfully implementing process improvements, customer satisfaction initiatives, and training programs in a multi-functional business setting.
- Proficient in Microsoft Office Suite or related software.
To be successful in this role, we believe that you possess the following skills, competencies & characteristics:
- Excellent skills in staff management and mentoring.
- Solid skills in multi-functional project management in a manufacturing environment.
- Strong sense of urgency, enthusiasm, and a proven history of relentless execution.
- Strong interpersonal skills to collaborate and lead diverse personalities across functions and sites.
- Mature and supportive leadership abilities.
- Senior-level relationship management skills.
- Expert agility in managing changing requirements and competing resources.
- Well-developed organizational skills with the ability to manage a variety of tasks and projects.
- This position will require travel, international and domestic.
- Excellent verbal and written communication skills in English.
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.