Director of Service & Support Massimo Motor Sports Garland, TX Job Details Full-time $90,000 - $100,000 a year 1 hour ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Employee discount Life insurance Qualifications Customer communication Talent management Problem-solving Conflict management Recruiting Senior leadership

Full Job Description Director of Service & Support Location:

Garland, TX Salary:

$90,000-$100,000 per year

Job Type:

Full-Time, On-Site Massimo is seeking a hands-on Director of Service & Support to lead and improve our customer service, warranty support, case management, and field service operations. This role is critical to our next stage of growth. We are looking for someone who can come in, take ownership of the department, strengthen the team, improve our systems and processes, and build a service culture centered on accountability, urgency, and customer resolution. Massimo operates across multiple channels, including direct-to-consumer, independent dealers, fleet and commercial accounts, national retailers, and single-store operators. Our service environment is also unique because we support powersports products with warranty coverage, parts support, and a team of traveling technicians who perform warranty and service work in the field. The Director of Service & Support will be responsible for making sure these functions work together efficiently and consistently. Key Responsibilities Lead and develop the Customer Service team with clear expectations, coaching, and accountability. Oversee customer cases from initial contact through final resolution. Build and track clear KPIs including: Call answer rates Response times Case aging First-contact resolution Total resolution time Escalation volume Customer satisfaction Improve and standardize case management, escalation, and communication processes. Coordinate closely with Warranty, Parts, Logistics, Sales, and field technicians to resolve customer issues. Manage and improve the workflow for traveling technicians performing warranty and service work. Identify recurring bottlenecks and drive cross-functional improvements. Improve the use of CRM, ticketing, phone, and reporting systems. Develop and maintain SOPs for customer support, warranty coordination, escalations, and field service. Ensure customer cases do not stall between departments. Monitor recurring product, dealer, and warranty issues and report trends to senior leadership. Build a culture where supporting the customer is a priority while still protecting the company and enforcing policies. Recruit, train, and develop service and support personnel as the company grows. What We Are Looking For We are looking for someone who has already led service or support operations and understands how to create structure, accountability, and measurable performance.

Ideal experience includes:

5+ years of leadership experience in customer service, service operations, warranty, or technical support. Experience managing teams in a high-volume customer environment. Strong understanding of KPIs, reporting, and performance management. Experience with CRM, ticketing, case management, and call systems. Strong escalation management and conflict resolution skills. Experience improving operational processes and building SOPs. Strong cross-functional leadership skills. Ability to work directly with customers, dealers, retailers, technicians, and internal departments. Experience in powersports, automotive, RV, marine, equipment, manufacturing, or another warranty-intensive industry is strongly preferred. Experience working with dealer networks, retail partners, field service teams, or national accounts is a major plus. Leadership Expectations This role requires someone who is both customer-focused and commercially disciplined. We understand that in powersports and warranty service, the customer is not always right. There are situations involving misuse, maintenance, policy limitations, dealer issues, or customers attempting to work outside established warranty guidelines. The right leader will be tough, fair, consistent, and solutions-oriented. We want someone who will support legitimate customers aggressively, enforce policies consistently, and make sure the company is not taken advantage of. At the same time, internal departments cannot become an excuse for poor customer support. This role will be expected to push issues across departments and drive them to resolution. Why This Role Matters Massimo has ambitious growth plans over the next three to five years. We believe our ability to grow will depend heavily on the quality of support we provide to our customers, dealers, and retail partners. As the company expands, Service & Support must become more scalable, measurable, and proactive. This position will have the opportunity to help build that function and directly influence the company's long-term success.

Compensation:

$90,000-$100,000 annually, based on experience. Performance Bonuses in Cash and Equity.

Pay:

$90,000.00 - $100,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person