Director of Technical Service & Training

Director of Technical Service & Training

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 Technical Service & Training. This position reports to the GM of Dometic Pompano and will work in Pompano Beach, FL.

As Director of Technical Service & Training of the Pompano Beach, FL team, you will be involved in leading technical service and training efforts to deliver exceptional support and technical expertise across core product areas of air conditioning and refrigeration. 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.

• 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 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 align customer service and training initiatives
• Collaborate 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 and ensure optimal use of resources to achieve strategic goals

• 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
• Paid maternity/paternity leave
• Tuition assistance
• Membership reimbursement (wholesale club and gym)
• Employee discounts on our incredible products
• Opportunities to make an impact

The ideal candidate will have demonstrated success in an operational/engineering/manufacturing environment, with the following qualifications and experiences:

• 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 analysis 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,…