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Technical Customer Service Manager

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.

  • 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

Work with great people

Ray Wong
VP of Product & Technical Development
"Working at Dometic has been an incredible journey, taking me from an intern to VP of Technology & Product Development. Every day is an adventure for those ready to learn and innovate. At Dometic, our job isn’t done until our customers enjoy their vacations and cherish precious moments with friends and family. This mission is my lifelong passion."
Ronald Ho
Product Manager
"At Dometic, the dynamic pace keeps me engaged daily. With diverse challenges and a supportive team, growth opportunities abound. It’s an energizing environment where every day is a new adventure."
Mindi Reinert
Production Supervisor
"Dometic has given me the opportunity to grow professionally and individually. Our product scope is off the charts for outdoor living. I take pride in working for this company and being a part of the Dometic journey. I can’t wait!"

Skills & Requirements

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:

  • High School graduate or equivalent
  • 10-15 years of manufacturing or field service of air conditioning and refrigeration equipment
  • 10 years of technical support experience to include field work and training sessions
  • Strong knowledge of computers and Dometic programs and processes
  • EPA Clean Air 608 Type I and II certificate
  • Expert knowledge of air conditioning operation to include refrigerant circuit and controls
  • Sound logic skills for working through diagnostics

To be successful in this role, we believe that you possess the following skills, competencies & characteristics:

  • Strong written and verbal communication skills
  • Exemplary standards of ethics, integrity, and accountability
  • High attention to detail and strong organizational skills
  • Patience and people skills to calm aggravated customers

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.

About the company

Dometic is a global outdoor tech company on a mission to make mobile living easy. Leveraging our core expertise in cooling, heating, power & electronics, mobility, and space optimization, we empower more people to connect with nature and elevate their sense of freedom in the outdoors. We achieve this by creating smart, sustainable, and reliable products with outstanding design. Millions of people around the world use our products while camping and exploring nature with their cars, RV's, or boats. Our range of offerings includes installed products for land vehicles and boats, as well as standalone solutions for outdoor enthusiasts.

We employ approximately 7,000 people globally and sell our products in more than 100 countries. In 2024, we reported net sales of SEK 25 billion (USD 2.3 billion) and are headquartered in Stockholm, Sweden.


Jessica Perez | Contact Person

I'm interested
Marine

Ashland | On-site
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