About this role
Tiara Yachts – Dealer Development Specialist
Location: Holland, Michigan
Role Summary
Tiara Yachts is seeking a highly organized and process-driven Dealer Development Specialist to support and enhance the dealer service and customer relations experience across the Tiara network. This role is responsible for driving consistency, efficiency, and continuous improvement through dealer onboarding, training, systems management, performance tracking, and service-related initiatives.
Serving as the primary coordinator and systems expert for Customer Relations processes, this individual will ensure accurate data management, effective communication, and strong alignment between dealers and internal teams. The ideal candidate is proactive, detail-oriented, technically proficient, and passionate about improving both dealer performance and customer satisfaction.
Key Responsibilities
Dealer Onboarding & Setup
- Lead the end-to-end onboarding process for new dealers to ensure a consistent and efficient startup experience
- Review and communicate policy manuals, procedures, and service expectations
- Manage user setup and system access across internal platforms including Dealer Direct, Waypoint, and related systems
- Ensure all required dealer information, commissioning documentation, customer acceptance forms, and related records are collected, validated, and entered accurately and on time
Systems & Data Management
- Serve as the primary “power user” and subject matter expert for Customer Relations systems and processes
- Maintain accuracy and completeness of dealer and customer data across systems
- Identify system gaps, inefficiencies, and user challenges; collaborate with internal teams to implement improvements
- Support user access, troubleshooting, and compliance with established processes and procedures
Dealer Training & Development
- Own the development, organization, and continuous improvement of dealer training programs, including Tiara Tech initiatives
- Coordinate and manage training delivery across multiple formats including in-person sessions, online learning, and technical seminars
- Support initiatives such as Tiara Technical Seminars, new model training, and digital learning modules
- Ensure training consistency and standardization throughout the dealer network
- Assist with onboarding and training of internal Customer Relations team members
Registration & Certification Support
- Coordinate and support registration processes for boats and key components including engines, Seakeeper systems, generators, and related equipment
- Assist dealers in obtaining and maintaining required certifications such as Mercury, Volvo, Garmin, HVAC, and related programs
- Ensure compliance with manufacturer requirements and company standards
Dealer Programs & Performance Tracking
- Manage administration and communication of the Dealer Elite Program
- Track and report CSI (Customer Satisfaction Index) scores, including initial and follow-up data
Technical Communication & Bulletins
- Develop, distribute, and track technical and service bulletins across the dealer network
- Monitor bulletin completion and compliance to ensure accountability and visibility
Claims & Process Support
- Serve as a key resource for dealer questions related to claims processes and systems
- Coordinate user access and support for claims management platforms
Quality Improvement & Field Feedback
- Act as a central point for identifying recurring service and quality concerns from the field
- Facilitate feedback loops between dealers and internal departments including Quality, Engineering, and Customer Relations
- Support RAIL initiatives and dealer quality meetings
- Track recurring issues and support continuous improvement efforts aimed at reducing warranty claims and improving customer satisfaction