Customer Experience Technical Service and Warranty Manager

Description

 Click Here to Enter the Great Outdoors with Dometic!   

Dometic Overview:   www.dometic.com   

Millions of people around the world buy and use Dometic products. They’re RV users, boat owners, truck drivers, campers, and outdoor people. And all part of a growing movement – a longing for freedom and adventure a desire to explore the world and to stay away for extended periods of time. We call it mobile living. Our mission is to make mobile living easy through smart and reliable products with outstanding design. 

To be successful in this role, you understand the importance of our core values - We are passionate, We act responsibly, We are building together and We embrace change; these values reflect the heart and soul of Dometic and they define what it takes to work here and how we do things.  

Position Overview:

This role will provide leadership and direction to the customer experience team with all technical service, warranty, field service and recall processes. This position will facilitate all warranty and recall programs for external customers as well as help to bridge a working relationship between the customer experience team and our external customers. This position will report to the Director of Customer Experience. 

General responsibilities:

• Facilitate and oversee any legal and insurance issues
• Oversee the technical service, warranty claim payments, field service, and recall teams and daily operations
• Establish and implement warranty-related policies and procedures
• Manage, monitor, and analyze warranty databases to maintain accurate records
• Liaise and collaborate with customers, suppliers, and manufacturers to address and resolve warranty-related issues
• Produce regular reports and analysis on warranty claims and performance metrics
• Research and be able to recognize areas of opportunity to help build a more efficient warranty claims process
• Conduct audits to ensure compliance with warranty policies and standards
• Provide guidance, leadership, and training to team members on processes
• Monitor and ensure customer satisfaction
• Collaborate with customer service, quality assurance, and product development teams to identify and resolve recurring issues
• Stay updated on developments and innovations in the warranty industry

Requirements

• High school diploma or equivalent required; Associate’s/Bachelor’s Degree in Business, Accounting or other related field highly preferred 
• 3-5 years of related experience in a leadership position
• Ability to work and prioritize in a fast-paced environment with minimal supervision
• Strong attention to detail; outstanding customer service skills, professional verbal and written communication skills required
• Highly analytical capabilities with strong math skills required
• Working knowledge of Microsoft Office Suite and other related business programs required; D365, AS400 or other related system experience highly beneficial
• Have a strong understanding of RV appliances and technical aptitude
• A caring attitude that takes problems and solves them through the right channels, with polite correspondence, and proper initiative

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

• Strong leadership skills with proven success in Customer Service
• Excellent influencing and collaboration skills
• Strong written and verbal communication skills
• Exemplary standards of ethics, integrity, and accountability
• High attention to detail and strong organizational skills
• Embrace new technologies and platforms
• Energetic, self-starter who can work independently and cross-functionally
• Willingness to roll-up sleeves, adapt and grow  
• Professional demeanor whether in person, via e-mail or on the telephone 

What we offer:  

We offer interesting roles in a dynamic, fast paced, and global environment with great opportunities to grow and take on new challenges. The growth at Dometic is continuous – which gives you great possibilities to evolve with the company.

• 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 reim