At Tecnica Group, every role—on the mountain, in the warehouse, or behind a desk—helps bring our vision to life: inspiring an active, outdoor lifestyle through great products and experiences. We're excited you're considering joining our team of passionate, driven people who believe in movement, adventure, and growth.
With over 60 years in business and a global family of brands— Blizzard, Lowa, Nordica, Moon Boot, Rollerblade, and Tecnica, — we're proud of our roots and excited about our future. Tecnica Group North America has about 100 team members across our U.S. and Canadian offices, all part of a worldwide team 3,400+ strong.
We’re not just a workplace—we’re a community that supports wellness, embraces curiosity, and values people from all walks of life. Our leaders are committed to helping you grow—professionally and personally—because we know that when you thrive, we all move forward.
This is a hybrid role with 3 days a week required onsite in NH (2 days remote). This customer service leader role leads our Dealer Services team.
The Dealer Services Supervisor ensures our brands continue to deliver the highest levels of service to our North American dealers. This role provides hands-on leadership to the Dealer Services team, working alongside the team on daily operations while also driving the process improvement, training, and consistency that keeps our service standards high. With a balanced focus on people and process, this role is a steady presence for the team: coaching, developing, and removing obstacles, so every dealer interaction reflects the best of Tecnica Group.
Duties and Responsibilities:
Day-to-Day Operations
- Actively participates in dealer service operations alongside the team, handling escalations and complex cases while keeping daily workflows running smoothly
- Applies a customer-centric mindset to ensure an exceptional experience for our dealers and sales force across all touchpoints, including B2B, phone, and BI tools
- Works closely with the North American Digital Services team to incorporate practices that improve the holistic service experience for our dealers
- Develops key metrics to measure and monitor dealer service performance; reports on a regular cadence to the Director of Customer & Digital Experience and internal stakeholders
Process Improvement
- Champions service excellence by recommending and implementing continuous, sustainable, and repeatable process improvements
- Develops and maintains a Dealer Services User Manual as a living resource for onboarding and ongoing training
- Supports the Director of Customer & Digital Experience in driving operational performance to ensure dealers receive the highest standards of service and satisfaction
SAP Readiness
- Participates in user acceptance testing (UAT) for the upcoming SAP implementation, serving as a functional voice for dealer services workflows
- Partners with the project team to identify gaps, validate processes, and ensure the team is set up for a smooth transition
- Develops working proficiency in SAP as the system goes live, becoming a go-to resource for the team on day-to-day system use
Team Leadership
- Develops, trains, coaches, and motivates the team to ensure dealer experience performance meets business needs
- Sets performance expectations, evaluates performance, and provides coaching and career development opportunities; addresses employee issues in a timely manner
- Reinforces consistent execution of work processes, policies, and best practices while promoting teamwork and recognizing accomplishments
- Recommends staffing strategies to ensure the team is efficient and responsive to workflow variations
Qualifications:
- 5+ years of experience working in a customer service environment, with a strong understanding of the drivers of service excellence
- Bachelor's degree (B.A. or B.S.) or equivalent combination of education and experience
- Outdoor industry experience preferred; active outdoor enthusiast preferred
Skills:
- Proficient in M365 with strong Excel skills; experience with ERP systems (SAP strongly preferred); familiarity with B2B platforms and CRM platforms a plus
- Strong interpersonal and communication skills; able to connect effectively with employees, dealers, and sales teams in both written and verbal formats
- Strong organizational and information management capabilities
- Analytical mindset; comfortable working with data, identifying trends, and translating insights into action
- High attention to detail with the ability to manage multiple priorities in a fast-paced environment
