Dometic · 19 hours ago
Director of Technical Service & Training
Pompano Beach, FL
Full-time
Onsite
Director/Executive
7+ years expDometic is a global market leader in the mobile living industry, seeking a passionate Director of Technical Service & Training. This role involves overseeing technical service and training efforts to enhance customer satisfaction and optimize support processes across core product areas such as air conditioning and refrigeration.
Consumer ElectronicsConsumer GoodsElectronics
Responsibilities
Develop and implement a comprehensive technical service strategy that aligns with organizational goals
Oversee the design and execution of customer training programs to enhance satisfaction and loyalty
Lead, mentor, and manage technical service and training teams to achieve performance goals (2 locations: Florida and Virginia)
Establish KPIs for team performance and conduct regular assessments to ensure continuous improvement
Define and enhance customer service and warranty claims standards, policies, and procedures
Act as the escalation point for complex customer issues and implement effective and timely resolution strategies
Develop, implement, and evaluate training programs for both internal teams, distributor network, and customers
Stay updated on industry trends and incorporate innovative training techniques
Work closely with sales, product development, and engineering teams to ensure alignment of customer service and training initiatives
Work closely with IT and quality assurance teams to enhance customer interaction systems, including case management, documentation, and portal functionality
Prepare and present performance reports to senior leadership
Manage the budget for the technical service and training departments
Ensure optimal use of resources to achieve strategic goals
Qualification
Required
Bachelor's degree in business administration, communication, engineering or related fields
Minimum of 7-10 years of experience in technical support, customer service, training or a related leadership role
Proven track record of successfully leading and scaling customer service teams
Experience with air conditioning or refrigeration equipment or similar electrical mechanical equipment is a major attribute
Strong leadership, coaching, and team-building abilities
Demonstrated ability to manage and inspire large teams across multiple locations
Familiarity with CRM systems, customer service software, and e-learning platforms
Knowledge of data evaluation and reporting tools
Knowledge of electrical, mechanical, and/or electromechanical equipment
Deep understanding of customer service principles and best practices
Ability to advocate for and prioritize customer needs
Excellent written and verbal communication skills
Strong presentation skills, with the ability to engage diverse audiences
Expertise in conflict resolution and handling escalated customer issues
Strategic thinker with a results-oriented approach
Familiarity with trends and challenges in the marine appliance industry
Commitment to continuous learning and staying updated on industry developments
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 guide 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
Benefits
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
Company
Dometic
Dometic offers solutions for mobile living in the areas of various sectors such as food, hygiene, and security.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Hatem Haidar
CFO - Dometic Mobile Cooling Solutions
Heather Hauser
Talent Acquisition Partner
Recent News
2025-12-24
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