Product Support Manager

Job Description

Job Description

Salary:

WHAT YOULL DO

At Seakeeper, we exist to make time on the water bettersmoother, more enjoyable, and more accessible. When something gets in the way of that experience, our Product Support team is there to restore confidence and keep boaters doing what they love. Our Product Support Manager is a critical leader in delivering on that promise. Youll own the product support experience for Seakeeper Ride, serving as both the technical authority and the leader who sets the tone for how we show up for our customers end users, boat builders and dealer partners. From complex escalations to everyday support excellence, you ensure issues are resolved with speed, clarity, and care. As the bridge between our dealers, customers, and internal teams, the Product Support Manager leads a team focused on problemsolving, continuous improvement, and getting customers back on the water as fast as possible. You combine handson technical expertise with strong people leadershipbuilding processes, tools, and knowledge that scale with the growth of the Seakeeper Ride brand and make an immediate impact by:

• Leading, coaching and developing a high-performing team of Customer Support Representatives, establishing clear processes, procedures, and performance metrics to deliver a bestinclass support experience
• Defining, documenting, and continuously improving customer support workflows, including issue triage, escalation paths, and resolution standards for customer and dealer inquiries
• Supporting Dealer onboarding by answering questions and verifying all requirements are met, including certificates of insurance (COIs) and training completion
• Ensuring Customer Support Representatives consistently respond to customer and dealer inquires including escalations and complaints via phone, email and live chat in a timely, professional and brand-aligned manner
• Producing and analyzing warranty reports by reviewing case data and prioritizing productrelated feedback; collaborate crossfunctionally with Quality, Operations, R&D, FTR, Sales, and Training to drive continuous improvements in product performance, reliability, and application
• Developing and maintaining technical troubleshooting tools, documentation, and solutions for internal teams, builders, dealers and end-users, with a strong focus on clarity, usability, and scalability
• Partnering closely with Engineering prior to the release of new products or product enhancements to validate operation, maintenance, and repair requirements, ensuring troubleshooting content is developed, approved, and communicated to internal teams, dealers, and customers
• Ensuring accurate and complete documentation of all customer service interactions in NetSuite, enabling timely followup, trend analysis, warranty processing, and insight into the customer experience
• Assisting Seakeeper Ride dealers with generating quotes and service orders for spare parts, ensuring accuracy and alignment with warranty and service policies
• Verifying and maintaining current warranty information for Seakeeper Ride owners and authorize warranty payments, including review and approval of outofpolicy claims when appropriate

WHAT YOU NEED TO SUCCEED

Do you have a positive attitude, an eagerness to learn, and the ability to hustle in a fast-paced environment? Then Seakeeper is the place for you! Here are a few other things youll need to succeed.

MUST-HAVES

• Demonstrated technical aptitude with 5+ years of experience working in an Engineering or Technical Support role including:
  • People leadership
  • CRM / ERP / MRP Systems

• Experience developing tools and systems that support the application and maintenance of complex mechanical equipment or systems
• A passion for the marine industry and boating

• Have a passion for product improvement, helping people and ferocious attention to detail
• Maintain a positive, responsive, professional, and customer-centric attitude at all times
• Data entry and analytical skills with a strong command of Microsoft Office programs, specifically Excel
• Strong verbal and written communication skills
• Superior time management, multitasking, organizational and prioritization skills
• High attention to detail

NICE-TO-HAVES

• Bachelors degree
• Experience with:
  • Recreational/Commercial/Military marine industry
  • Mechanical and electrical products
  • Manufacturer product support
  • CAN BUS communications
  • Recreational marine electronics
  • NetSuite
  • Hypergrowth/startup environment
• Able to communicate in Spanish

MORE DETAILS YOULL WANT TO KNOW

• On-the-job training will be provided (we will help you become the Seakeeper Ride expert!)
• Occasional travel (up to 10%) to events, Seakeeper offices, and dealer locations
• The position will be based in our Ft. Myers, Florida, location with a minimum of 3 days onsite expected
• Youll report to the Applications Engineering Manager, also based in Ft. Myers

YOUR TEAM

Our Product Support Manager is part of passionate group of individuals with widespread skills within our Seakeeper Ride Sales & Support team responsible for supporting our rapidly expanding OEM and Aftermarket partners. We all wear many hats and work together to accomplish a range of responsibilities. Were looking for a versatile team player who wants to learn and grow within Seakeeper.

WHY YOULL LOVE IT HERE

Its true that we make extraordinary products, but our favorite part about Seakeeper is our people! We believe in participative leadership. That means you have the freedom to make a difference and contribute to the larger goal, regardless of your position. Great ideas can strike at any moment, and when you have one, youre empowered to speak up!

We are constantly pushing (or crushing) boundaries. Stagnant or bored are about as opposite from Seakeeper as you can get! We move quick and if there is something that can be improved upon, we jump on it.

WHO WE ARE

71% of our Earth is covered by water and we want everyone to make the most of it. Thats why we are committed to creating products that transform the boating experience with an organization that employees want to work for, customers want to buy from, and vendors want to partner with. Seakeeper Ride, a Vessel Attitude Control System, eliminates underway pitch and roll, making time on the water safer and more comfortable for everyone on board.

Seakeeper was founded in 2008, growing from a start-up operation to the worldwide leader in stabilization thanks to its popular line of gyrostabilizers. Seakeeper Ride launched in 2022 and is the first product deviation from that line, bringing the magic of Seakeeper to boats while underway. Theres a long runway of growth ahead as more and more OEMs adopt Seakeeper Ride as standard equipment and we work to make aftermarket refits a reality.

Ready for a new challenge in a fast-paced environment? Want to help us disrupt an industry? Come on and apply, we are ready for you!

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Seakeeper is personally committed to building an inclusive and diverse workforce. We are an Equal Employment Opportunity Employer/Affirmative Action Employer and do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, marital status, veteran status, genetic information, or any other protected characteristic under applicable law. All employment is decided on the basis of job requirements, individual qualifications, and business need.