Marine Technical Support Advisor

1 week ago

Orlando, Florida, United States Regal Marine Industries Inc Full time
Job Overview

Position Title: Marine Product Support Specialist

Employment Status: Full-Time

Classification: Exempt

Reporting To: Director of Customer Experience

Location: Orlando, Florida

About Regal Marine:

For over fifty years, Regal Boats has established itself as a leader in the marine industry. As a family-owned business since 1969, we take great pride in our commitment to craftsmanship and quality. With a dedicated workforce of over 800 skilled professionals, we continue to innovate and create remarkable boats ranging from 20 to 50 feet that reflect luxury and performance.

What distinguishes Regal Boats is our privately held status, which allows us to uphold our core values and prioritize our team members. We believe in nurturing our workforce, fostering a culture of growth, and providing opportunities for advancement. At Regal Boats, your enthusiasm for boating and commitment will lead to a rewarding and dynamic career path.

Our Purpose: Honor God & Enrich Lives.

Our Mission: With divine guidance, we aim to cultivate an exceptional team dedicated to enhancing lives and delivering an outstanding boating experience.

Position Summary

Regal Boats is in search of a skilled and customer-oriented Product Support Specialist to become part of our Customer Experience team. In this position, you will play a crucial role in ensuring our customers enjoy an outstanding experience with our products. Your technical expertise, strong communication abilities, and commitment to customer satisfaction will help uphold and enhance Regal Boats' reputation for quality and excellence.

Key Responsibilities

  1. Technical Assistance
    • Deliver comprehensive technical assistance to Regal dealers and customers, addressing issues related to the operation, maintenance, and functionality of our boats.
  2. Customer Engagement
    • Manage customer inquiries through various channels, ensuring prompt and effective resolution of issues or concerns.
  3. Product Expertise
    • Maintain thorough knowledge of our product offerings, staying informed about new features, enhancements, and maintenance requirements.
  4. Feedback Gathering
    • Proactively collect customer feedback and relay insights to product development teams to support product improvements and innovation.
  5. Record Keeping
    • Maintain accurate records of customer interactions, issues, and resolutions, demonstrating a high level of attention to detail.
  6. Troubleshooting
    • Identify and resolve product issues, providing clear and concise guidance to customers for effective resolution.
  7. Training Development
    • Assist in the creation of training materials and educational resources for Regal dealers and customers, enhancing their understanding and enjoyment of our boats.
  8. Collaborative Support
    • Work closely with other departments, including sales and engineering, to provide comprehensive support and ensure consistent customer satisfaction.

Required Qualifications

  1. Previous experience in customer support, technical support, or a related field, preferably within the boating or marine sector.
  2. Strong technical aptitude and ability to quickly learn new products.
  3. Excellent verbal and written communication skills.
  4. Strong problem-solving skills and a customer-focused approach.
  5. Ability to work effectively both independently and as part of a team.
  6. Familiarity with CRM systems and support software.
  7. Conversational proficiency in English.

Work Environment

While performing the duties of this role, the team member may encounter various weather conditions, typical office settings, or factory environments that are not climate-controlled. The noise level in the work environment is generally moderate, with certain factory areas maintaining a high level of fiberglass and dust.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

While performing the duties of this role, the employee will regularly sit at a desk and work on a computer for extended periods. The employee is frequently required to enter non-climate-controlled manufacturing facilities to connect with and assist management and team members with HR-related matters. The employee may occasionally need to lift up to 15 pounds.

Additional Responsibilities

Please note that this job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this position. 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 in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and 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 the receipt of background results that comply with the current company policy.

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