Product Support Specialist (Marine Industry)

Job Title: Product Support Specialist Employment Type: Full-Time Classification: Exempt Reports To: Director of Customer Experience Location : Orlando, Florida Why Regal? For over five decades, Regal Boats has been a beacon of excellence in the boating industry. As a family-owned and operated company since 1969, we take immense pride in our tradition of craftsmanship and quality. With a dedicated team of 600+ skilled members, we have continued to innovate and build stunning 20-50 foot boats that embody the essence of luxury and performance. What sets Regal Boats apart is our status as a privately owned company, allowing us to stay true to our values and focus on our team members. We believe in the power of nurturing our team, fostering a culture of growth, and offering advancement opportunities. At Regal Boats, your passion for boating and dedication will be rewarded with a fulfilling and dynamic career journey. Our Purpose: Honor God & Enrich Lives. Our Mission: With God’s help we will develop an exceptional team dedicated to enriching lives and providing an awesome boating experience. JOB DESCRIPTION Summary Regal Boats is seeking a knowledgeable and customer-focused Marine Product Support Specialist to join our Customer Experience team. In this role, you will play a key part in ensuring our customers have an exceptional experience with our products. Your expertise in technical support, strong communication skills, and dedication to customer satisfaction will help maintain and elevate Regal Boats' reputation for quality and excellence. Key Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Technical Support Provide in-depth technical support to Regal dealers and customers, resolving issues related to our boats' operation, maintenance, and functionality. Customer Interaction Handle customer inquiries via phone, email, or in person, ensuring a timely and effective resolution of issues or concerns. Product Knowledge Maintain extensive knowledge of our product line and stay updated on new features, improvements, and maintenance requirements. Feedback Collection Actively collect customer feedback and share insights with product development teams to contribute to product enhancements and innovation. Documentation Keep detailed records of customer interactions, issues, and resolutions, maintaining a high level of accuracy and attention to detail. Troubleshooting Diagnose and troubleshoot product issues, providing clear and concise guidance to customers for resolving them. Training and Education Assist in creating training materials and educational content for Regal dealers and customers, enhancing their understanding and enjoyment of our boats. Cross-Functional Collaboration Work closely with other departments, including sales and engineering, to provide comprehensive support and ensure consistent customer satisfaction. Assist with any other duties as assigned. Required Qualifications Prior experience in customer support, technical support, or a related role, preferably in the boating or marine industry. Strong technical aptitude and ability to learn new products quickly. Excellent communication skills, both verbal and written. Strong problem-solving abilities and a customer-focused mindset. Ability to work effectively in a team and independently. Familiarity with CRM systems and support software. Conversational English. Work Environment While performing the duties of this job, the team member may be exposed to weather conditions, normal office environments, or factory environments that are not climate-controlled. The noise level in the work environment is usually moderate. The factory in certain areas maintains a high level of fiberglass and dust. Physical Demands The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. While performing the duties of this job, the employee will regularly sit at a desk and work on a computer for prolonged periods. The employee is frequently required to go into non-climate-controlled manufacturing facilities to connect with and assist management and team members with HR-related issues. The employee is occasionally required to lift up to 15 pounds. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. EEO Statement Regal Marine Industries, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Regal Marine Industries, Inc. complies with applicable state and local laws governing nondiscrimination in employment at every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Regal Marine Industries, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Regal Marine Industries, Inc.’s employees to perform their job duties may result in discipline up to and including discharge. This job offer is contingent upon passing a mandatory pre-employment drug test and receiving background results that comply with current company policy.