Product Support Specialist

Job Description

Job Description

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 and technical support. This position is the primary point of contact for customer inquiries, facilitating technical assistance, and ensuring prompt and effective resolution of support issues. The role requires collaboration with internal teams to drive customer satisfaction, technical insights, and continuous product 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, Product Development, QA) 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 Initiatives
- Contribute to quality improvement efforts based on support trends and customer feedback
- Provide input on build processes and report nonconformances or recurring issues
- Monitor support tickets for trends in product failures or service gaps
- Create and maintain training videos and support resources as needed
- Assist with special projects or tasks outside of the immediate department when required

Qualifications

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 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 such as a multimeter
- 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
- Quarterly 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
Elite Marine, Southern Marine Supply, and Spot Zero are 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.