Product Support Specialist

ELITE MARINE AC LLCFort Lauderdale, FL, US

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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

Requirements : 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.

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Product Support Specialist • Fort Lauderdale, FL, US