Product Support Specialist

Job Title: Product Support Specialist

Employment Type: Full-Time

Classification: Exempt

Reports To: Director of Customer Experience

Pay: $50,000 - $75,000

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 800+ 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 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 contribute to maintaining and elevating Regal Boats' reputation for quality and excellence.

Key Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Technical Support
   • Provide in-depth technical support to Regal dealers and customers, resolving issues related to our boats' operation, maintenance, and functionality.
2. Customer Interaction
   • Handle customer inquiries via phone, email, or in person, ensuring a timely and effective resolution of issues or concerns.
3. Product Knowledge
   • Maintain extensive knowledge of our product line, staying updated on new features, improvements, and maintenance requirements.
4. Feedback Collection
   • Actively collect customer feedback and share insights with product development teams to contribute to product enhancements and innovation.
5. Documentation
   • Keep detailed records of customer interactions, issues, and resolutions, maintaining a high level of accuracy and attention to detail.
6. Troubleshooting
   • Diagnose and troubleshoot product issues, providing clear and concise guidance to customers for resolving them.
7. Training and Education
   • Assist in creating training materials and educational content for Regal dealers and customers, enhancing their understanding and enjoyment of our boats.
8. Cross-Functional Collaboration
   • Work closely with other departments, including sales and engineering, to provide comprehensive support and ensure consistent customer satisfaction.

Required Qualifications

1. Prior experience in customer support, technical support, or a related role, preferably in the boating or marine industry.
2. Strong technical aptitude and ability to learn new products quickly.
3. Excellent communication skills, both verbal and written.
4. Strong problem-solving abilities and customer-focused mindset.
5. Ability to work effectively in a team and independently.
6. Familiarity with CRM systems and support software.
7. 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 fiberglass and dust environment.

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

While performing the duties of this job, the employee will be regularly sitting at a desk and working on a computer for prolonged periods of time. 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 in every location in which the company has facilities. 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 are in compliance with the current company policy.