Product Support Specialist

Description About Us Spot Zero is the industry-leading manufacturer of onboard dock and seawater reverse osmosis systems. From personal pleasure crafts to the world’s finest mega yachts, we develop premium solutions engineered to meet and exceed customer expectations. Position Summary The Product Support Specialist plays a key role in supporting the Spot Zero brand by providing exceptional customer support, technical assistance, and product quality assurance. This position serves as a primary point of contact for customer inquiries while also performing factory testing and quality control inspections to ensure products meet company standards before shipment. The role requires strong troubleshooting skills, attention to detail, and collaboration with internal teams to drive customer satisfaction, product reliability, and continuous improvement. Key Responsibilities Customer Support & Technical Assistance Serve as the first point of contact for customer inquiries (calls, emails, etc.) regarding Spot Zero products Troubleshoot and resolve technical issues, guiding customers through initial steps and logging all interactions in the CRM system Follow up on open cases and ensure timely communication and resolution Collaborate with internal teams (Sales, Software Development QA, Engineering) to resolve escalated issues Develop and maintain technical documentation and training resources Escalate unresolved or complex issues to the appropriate manager or department Service Coordination & Field Support Schedule and coordinate remote troubleshooting sessions or in-field service visits Occasionally perform on-site service (up to 5%), including maintenance, repairs, and customer training Document all service activity from intake to resolution for future reference Facilitate and track warranty-related service work Quality Control & Factory Testing Perform quality control inspections and operational testing of Spot Zero systems prior to shipment Execute factory acceptance testing procedures to verify product performance, flow rates, pressure readings, water quality, and overall functionality Inspect completed units for workmanship, assembly accuracy, cosmetic quality, and compliance with company standards Document test results, quality inspections, and nonconformance findings using company quality systems and procedures Troubleshoot and correct identified issues or coordinate with Production and Engineering teams to ensure timely resolution Verify that all required accessories, documentation, and components are included prior to shipment Identify recurring production or quality concerns and communicate findings to management to support continuous improvement initiatives Assist in developing, maintaining, and improving quality control procedures, test protocols, and inspection standards Support root cause investigations related to product failures, warranty claims, and customer feedback Create and maintain training materials, videos, and technical resources as needed Requirements Education: High school diploma or GED required; college degree preferred Experience: Minimum of 2 years in a customer or product support role, preferably in a helpdesk or technical environment Skills & Abilities: Proficiency with CRM systems and data entry Strong attention to detail and commitment to quality standards Ability to follow testing procedures, inspection checklists, and technical specifications Experience with quality control, product testing, manufacturing, or assembly processes preferred Ability to interpret technical drawings, schematics, and operating procedures is a plus Strong written and verbal communication skills Excellent problem-solving, organization, and time management skills Self-starter with a team-oriented mindset Basic mechanical aptitude and ability to use tools Familiarity with electrical, plumbing, or mechanical systems is a plus Willingness to travel up to 5% (including out-of-state and international travel) Comfortable working on yachts, in confined spaces, and in warm/humid conditions Physical Requirements Ability to lift and move up to 75 lbs unassisted Regular activities include standing, walking, kneeling, crawling, and climbing Requires full range of vision (close, distance, color, peripheral, and focus) Pre-Employment Requirements Background check Drug screening MVR check (valid FL driver’s license and clean driving record required) Benefits Monthly Profit Share Plan Medical, Dental, Vision, and Life Insurance (100% company-paid for employee coverage) 401(k) with company match Paid holidays and PTO EEO Statement Spot Zero is an equal opportunity employers. We do not discriminate based on race, color, religion, sex, gender, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, or any legally protected category. We maintain a drug-free workplace. All employment offers are contingent upon completion and successful results of our compliance process. #J-18808-Ljbffr Spot Zero Reverse Osmosis Inc