Product Support Manager

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    "description": "<p><span style=\"color: rgb(53, 152, 219); font-family: arial, helvetica, sans-serif; font-size: 18pt\">WHAT YOU’LL DO</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">At Seakeeper, we exist to make time on the water better—smoother, 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. You’ll 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. </span><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">As the bridge between our dealers, customers, and internal teams, the Product Support Manager leads a team focused on problem‑solving, continuous improvement, and getting customers back on the water as fast as possible. You combine hands‑on technical expertise with strong people leadership—building processes, tools, and knowledge that scale with the growth of the Seakeeper Ride brand and make an immediate impact by:</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Leading, coaching and developing a high-performing team of Customer Support Representatives, establishing clear processes, procedures, and performance metrics to deliver a best‑in‑class support experience</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Defining, documenting, and continuously improving customer support workflows, including issue triage, escalation paths, and resolution standards for customer and dealer inquiries</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Supporting Dealer onboarding by answering questions and verifying all requirements are met, including certificates of insurance (COIs) and training completion</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">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</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Producing and analyzing warranty reports by reviewing case data and prioritizing product‑related feedback; collaborate cross‑functionally with Quality, Operations, R&amp;D, FTR, Sales, and Training to drive continuous improvements in product performance, reliability, and application</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">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</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">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</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Ensuring accurate and complete documentation of all customer service interactions in NetSuite, enabling timely follow‑up, trend analysis, warranty processing, and insight into the customer experience</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Assisting Seakeeper Ride dealers with generating quotes and service orders for spare parts, ensuring accuracy and alignment with warranty and service policies</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Verifying and maintaining current warranty information for Seakeeper Ride owners and authorize warranty payments, including review and approval of out‑of‑policy claims when appropriate</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<p><span style=\"color: rgb(53, 152, 219); font-family: arial, helvetica, sans-serif; font-size: 18pt\">WHAT YOU NEED TO SUCCEED</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">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.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">MUST-HAVES</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Demonstrated technical aptitude with 5+ years of experience working in an Engineering or Technical Support role including:</span>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">People leadership</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">CRM / ERP / MRP Systems</span></li>\n</ul>\n</li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Experience developing tools and systems that support the application and maintenance of complex mechanical equipment or systems</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">A passion for the marine industry and boating</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Have a passion for product improvement, helping people and ferocious attention to detail</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Maintain a positive, responsive, professional, and customer-centric attitude at all times</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Data entry and analytical skills with a strong command of Microsoft Office programs, specifically Excel</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Strong verbal and written communication skills</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Superior time management, multitasking, organizational and prioritization skills</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">High attention to detail</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">NICE-TO-HAVES</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Bachelor’s degree</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Experience with:</span>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Recreational/Commercial/Military marine industry</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Mechanical and electrical products</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Manufacturer product support</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">CAN BUS communications</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Recreational marine electronics</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">NetSuite</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Hypergrowth/startup environment</span></li>\n</ul>\n</li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Able to communicate in Spanish</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<p><span style=\"color: rgb(53, 152, 219); font-family: arial, helvetica, sans-serif; font-size: 18pt\">MORE DETAILS YOU’LL WANT TO KNOW</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">On-the-job training will be provided (we will help you become the Seakeeper Ride expert!)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Occasional travel (up to 10%) to events, Seakeeper offices, and dealer locations</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">The position will be based in our Ft. Myers, Florida, location with a minimum of 3 days onsite expected</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">You’ll report to the Applications Engineering Manager, also based in Ft. Myers</span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<p><span style=\"color: rgb(53, 152, 219); font-family: arial, helvetica, sans-serif; font-size: 18pt\">YOUR TEAM</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Our Product Support Manager is part of passionate group of individuals with widespread skills within our Seakeeper Ride Sales &amp; 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. We’re looking for a versatile team player who wants to learn and grow within Seakeeper.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<p><span style=\"color: rgb(53, 152, 219); font-family: arial, helvetica, sans-serif; font-size: 18pt\">WHY YOU’LL LOVE IT HERE</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">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!</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">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.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<p><span style=\"color: rgb(53, 152, 219); font-family: arial, helvetica, sans-serif; font-size: 18pt\">WHO WE ARE</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">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.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">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.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">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!</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">Sign up to receive email updates about Seakeeper’s current open job opportunities: <a href=\"http://www.seakeeper.com/job-sign-up\" target=\"_blank\" rel=\"noopener noreferrer\">www.seakeeper.com/job-sign-up</a></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\">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.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 14pt\"> </span></p>",
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