Quality and Customer Service Director

Location: Eastern Florida (Relocation assistance available)

Our Client:

Based in Florida, our client is a leading manufacturer of offshore fishing boats, known for its high-quality craftsmanship, innovative design, and dedication to customer experience. They offer a variety of models, including Offshore, and Center Console boats, ranging from 20 to 50 feet. All boats are handmade in the U.S., using materials like fiberglass, core, and advanced lamination techniques. The company has consistently won the NMMA CSI Award and has received multiple Innovation Awards for excellence in design. Their products are sold through a premium network of factory-authorized dealers, ensuring high-quality service and customer satisfaction throughout the ownership experience.

Opportunity:

The Quality and Customer Service Director will lead efforts to maintain and continuously improve the Quality Operating System (QOS), ensuring that all products meet or exceed industry standards. This role is critical for driving quality across the entire organization, from product development to customer satisfaction. You’ll be responsible for managing the quality assurance processes, coordinating with internal teams on product improvements, and ensuring external suppliers meet compliance standards. Additionally, you will oversee the customer service and warranty functions, ensuring efficient parts fulfillment and positive customer experiences. This is a key leadership position that requires strong collaboration across departments to enhance overall product quality and support customer retention.

Benefits:

• Enjoy industry-leading base salary and compensation programs
• Take advantage of great benefits, including vacation days, 401(k) with company match, and medical, dental, and vision coverage
• Relocation assistance is available for this role.

Quality Job Functions:

• Ensure a safe environment in the plant and on the water, adhering to all safety policies.
• Drive quality improvement and compliance across the company.
• Develop and maintain quality plans, procedures, and documentation.
• Monitor performance metrics (FTY, DPU) and use data to guide continuous improvement.
• Collaborate with Product Development, Engineering, and Production teams to address defects and improve new products.
• Ensure supplier compliance with quality standards.
• Oversee product testing, quality inspections, and process modifications.
• Manage dealer relationships, ensuring prompt corrective actions.
• Lead quality assurance functions, training, and team coordination.
• Analyze performance data and recommend improvements.
• Maintain QA compliance and manage quality audits.

Customer Service & Warranty Job Functions:

• Lead customer service team, manage staff, set objectives, and ensure compliance with company policies.
• Implement customer service and warranty strategies, monitor trends, and resolve issues.
• Manage dealer compliance with service programs.
• Oversee parts fulfillment, vendor relationships, and customer communication.
• Coordinate annual training and water safety test activities for product demonstrations.

Qualifications:

• Bachelor’s Degree in Applied Science or Engineering.
• 5-7 years of Quality Assurance Management experience (marine industry preferred).
• ISO 9000 or equivalent system experience.
• Lean/Six Sigma certified, ASQ Quality Manager Certification. (preferred)
• Experience in quality system audits.

Next Steps:

• If you are interested in this opportunity and meet the qualifications, please send an updated resume for further consideration. Relocation assistance is available for this role, and we are eager to connect with candidates who are committed to driving quality and customer satisfaction.