Product Support Manager - Seakeeper : Job Details

WHAT YOU'LL DO Seakeeper Ride changes the way people spend their time on the water. And if they're forced to go back to their old ways of boating because their Seakeeper Ride system isn't working, you'll be there to save the day! As our Product Support Manager, you'll set the tone and lead our product support team when a customer needs help. Seakeeper Ride leverages a network of dealers to service our customers on the water and provides easy-to-use tools for end user self-help. You'll support our owners, OEM partners, and Dealer network through the following:

• Assisting with escalated product support to help get customers back on the water as fast as possible by troubleshooting common problems and providing solutions and information

• Leading and developing a team of Product Support Representatives and defining processes and procedures to ensure the best customer support

• Answering customer, OEM and dealer inquiries (and sometimes complaints) by phone, email, and live chat in a timely and professional manner

• Collecting and prioritizing product-related feedback from the review of service case data as well as collaboration with our Factory Technical Representatives, Sales and Training departments to drive improvement in product performance, reliability, and application

• Developing technical troubleshooting tools and solutions to be utilized by Seakeeper Ride teams, OEMs, Dealer partners, and end users, with a prioritization around ease-of-use

• Working closely with our product development engineering team prior to release of new product or product improvements to validate Seakeeper Ride operation, maintenance, and repair and ensure troubleshooting content is available and communicated to our internal teams and customer network

• Recording all case data related to each customer service interaction in NetSuite to manage timely follow-up, documenting product trends and customer experience, and driving warranty processes

• Assisting Seakeeper dealers in generating quotes and service orders for spare parts

• Verifying and updating current warranty information for Seakeeper owners

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 you'll need to succeed. MUST-HAVES

• 5+ years of experience working in an engineering or technical support role within the marine industry

• Bachelor's degree in engineering or a technical related field

• Experience with the following:

• Experience with CANbus communications

• Familiarity with NMEA standards

• Experience with recreational marine electronics

• Experience developing tools and systems that support the application and maintenance of complex mechanical equipment or systems

• Have a passion for helping people and ferocious attention to detail

• Strong verbal and written communication skills

• Superior time management, multitasking, organizational and prioritization skills

NICE-TO-HAVES

• Experience managing a team of technicians (field / technical support)

• Product support experience with a manufacturer

• Be bilingual in Spanish

• NetSuite Experience

MORE DETAILS YOU'LL 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 onsite In our Ft. Myers, FL office

• You'll report to the Applications Engineering Manager, also based in FL

YOUR TEAM Our Product Support Manager is part of passionate group of individuals with widespread skills within our Seakeeper Ride Sales & Support team. We all wear many hats and work together to accomplish a range of responsibilities. We're looking for a versatile team player who wants to learn and grow within Seakeeper, finding their own niche to command ownership within the department. WHY YOU'LL LOVE IT HERE It's 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, you're 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 quickly 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. That's 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. There's 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. Sign up to receive email updates about Seakeeper's current open job opportunities: www.seakeeper.com/job-sign-upSeakeeper 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.