Director of Customer Service and Training

Reports to: GM of Dometic Pompano (Solid line)

VP, Aftermarket & Ecommerce Sales (Dotted line)

Number of direct reports: 4-8

Travel: 50%

Schedule: Onsite (No Remote option available)

Internal Stakeholders: Sales, Marketing, Product Manager, Operation, Quality, Engineering, Technical Support

External stakeholders: Customers (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.

The Director of Customer Service and Training for Dometic Marine's Boat Living division will lead 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.

The Director will oversee customer service operations, guiding teams to achieve high-quality service standards while driving continuous improvement. This position will also lead the design, development, and deployment of training initiatives, focusing on engaging, effective content that supports the authorized dealer program and ensures technical excellence in product installation, maintenance, and support.

Requirements

Main 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.

Training:

• 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 todetermine 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.

Qualifications and experience:

• 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.

Behavioral requirements:

• 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 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.