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 (and sad) ways of boating because their Seakeeper Ride 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 technical support, partnering closely with our internal Customer Support team. Seakeeper Ride has a network of certified dealers to service our customers. Your team is here to assist our dealers with escalated product support to help get customers back on the water as fast as possible. You’ll help troubleshoot common problems, providing solutions to get them back up and running. You’ll support our owners, boat builders, distributors, and dealers through the following:

• Leading and developing a team of Factory Technical Representatives and Product Support Representatives and defining processes and procedures to ensure the best customer support
• Managing Factory Technical Representative schedules and setting up technical appointments as needed including dealer and OEM audits
• Answering customer and dealer inquiries (and sometimes complaints) by phone, email, and live chat in a timely and professional manner
• Managing service cases with consistent follow-up including process improvement and efficiency
• Working with other internal departments including field engineering and aftermarket operations to develop best practices, processes, and procedures for service and spare parts
• Providing troubleshooting information around Seakeeper Ride operation, maintenance, and repair
• In conjunction with Application Engineering, you will be editing, reviewing, modifying, and distributing service documents internally and externally
• Preparing and analyzing KPI reports and other metrics
• Providing solutions for best-in-class customer experience

WHAT YOU NEED TO SUCCEED

MUST-HAVES

• 5+ years of experience working in a customer service role with a technical product
• Technical Trade School Diploma/Degree or Associates Degree
• Previous management experience leading, developing, and coaching a team
• Have a passion for helping people and ferocious attention to detail
• Maintain a positive, professional, and customer-centric attitude at all times
• Data entry skills and strong command of Microsoft Office programs
• Be professional, responsive, resourceful, and flexible
• Strong verbal and written communication skills
• Superior time management, multitasking, organizational and prioritization skills

NICE-TO-HAVES

• Bachelor’s degree
• Marine industry experience
• Product support experience working for a manufacturer
• Bilingual in Spanish, both written and verbal

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 expected (up to 10%) to events, Seakeeper offices, and dealer locations
• The position will be based onsite In our Ft. Myers, FL office full-time
• You’ll report to the Director of Sales and Support, also based In FL

YOUR TEAM

Our Product Support Team is part of a passionate group of individuals with widespread skills within our Seakeeper Ride Sales & Support team responsible for supporting new product development and growth. 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.

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.

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

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