Product Support Manager

Seakeeper Inc•Fort Myers, FL

1d•Hybrid

About The Position

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. 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: 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 Defining, documenting, and continuously improving customer support workflows, including issue triage, escalation paths, and resolution standards for customer and dealer inquiries Supporting Dealer onboarding by answering questions and verifying all requirements are met, including certificates of insurance (COIs) and training completion 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 Producing and analyzing warranty reports by reviewing case data and prioritizing product‑related feedback; collaborate cross‑functionally with Quality, Operations, R&D, FTR, Sales, and Training to drive continuous improvements in product performance, reliability, and application 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 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 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 Assisting Seakeeper Ride dealers with generating quotes and service orders for spare parts, ensuring accuracy and alignment with warranty and service policies 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.

Requirements

Demonstrated technical aptitude with 5+ years of experience working in an Engineering or Technical Support role
People leadership
CRM / ERP / MRP Systems
Experience developing tools and systems that support the application and maintenance of complex mechanical equipment or systems
A passion for the marine industry and boating
Have a passion for product improvement, helping people and ferocious attention to detail
Maintain a positive, responsive, professional, and customer-centric attitude at all times
Data entry and analytical skills with a strong command of Microsoft Office programs, specifically Excel
Strong verbal and written communication skills
Superior time management, multitasking, organizational and prioritization skills
High attention to detail

Nice To Haves

Bachelor’s degree
Experience with Recreational/Commercial/Military marine industry
Experience with Mechanical and electrical products
Experience with Manufacturer product support
Experience with CAN BUS communications
Experience with Recreational marine electronics
Experience with NetSuite
Experience in a Hypergrowth/startup environment
Able to communicate in Spanish

Responsibilities

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
Defining, documenting, and continuously improving customer support workflows, including issue triage, escalation paths, and resolution standards for customer and dealer inquiries
Supporting Dealer onboarding by answering questions and verifying all requirements are met, including certificates of insurance (COIs) and training completion
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
Producing and analyzing warranty reports by reviewing case data and prioritizing product‑related feedback; collaborate cross‑functionally with Quality, Operations, R&D, FTR, Sales, and Training to drive continuous improvements in product performance, reliability, and application
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
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
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
Assisting Seakeeper Ride dealers with generating quotes and service orders for spare parts, ensuring accuracy and alignment with warranty and service policies
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