Senior Director of Customer Support (Marine or RV Industry Required)

Regal Boats has been a beacon of excellence in the boating industry for over five decades. As a family-owned and operated company since 1969, we take immense pride in our tradition of craftsmanship and quality. With a dedicated team of 600+ skilled members, we have continued to innovate and build stunning 20-50-foot boats that embody the essence of luxury and performance.

What sets Regal Boats apart is our status as a privately owned company, allowing us to stay true to our values and focus on our team members. We believe in the power of nurturing our team, fostering a culture of growth, and offering advancement opportunities. At Regal Boats, your passion for boating and dedication will be rewarded with a fulfilling and dynamic career journey.

1. →Customer Support & Warranty Operations
1. →Oversee warranty administration across all product lines, ensuring accuracy, efficiency, and consistency.
2. →Leverage data analytics and tools to identify trends, predict customer needs, and proactively address issues at both dealer and retail levels.
3. →Utilize warranty and service data to support root cause analysis and continuous improvement initiatives.
2. →Escalation Management
1. →Manage and resolve customer escalations with urgency, professionalism, and accountability.
2. →Engage directly with customers when necessary to ensure high-quality resolution and satisfaction.
3. →Develop and implement a structured, documented escalation and triage process with defined timelines and reporting.
3. →Parts & Service Operations
1. →Lead parts fulfillment operations with a focus on order accuracy, timeliness, and customer satisfaction.
2. →Improve processes and KPIs related to parts ordering, inventory, and delivery performance.
3. →Design and implement a customer-facing parts sales strategy, including process development, staffing, and system enhancements.
4. →Coordinate field service and repair efforts to ensure timely and effective issue resolution.
4. →Training & Team Development
1. →Recruit, develop, and coach team members to drive accountability, service excellence, and technical competence.
2. →Strengthen Customer Service Representative (CSR) product knowledge through structured training and documentation.
3. →Develop internal and field “product experts” to elevate technical support capabilities.
4. →Lead dealer service training programs to improve consistency, efficiency, and quality across the network.

1. 5+ years of leadership experience in customer support, service operations, engineering, manufacturing, or a related function.
2. Experience in the marine or RV industry
3. Strong technical competency in various boat-building competencies
4. Experience with warranty systems, parts operations, or dealer networks.
5. Proven experience leading cross-functional teams and improving customer experience outcomes.
6. Strong analytical skills with experience leveraging data to drive decisions and process improvements.
7. Demonstrated ability to build and develop high-performing teams.
8. Excellent communication and problem-solving skills with a customer-first mindset.

1. Bachelor’s degree in Business, Engineering, Operations, or related field.
2. Familiarity with CRM systems, service platforms, and data analytics tools.