DescriptionAbout UsSpot 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 SummaryThe Product Support Specialist plays a key role in supporting the Spot Zero brand by providing exceptional customer support, technical assistance, and product quality assurance. This position serves as a primary point of contact for customer inquiries while also performing factory testing and quality control inspections to ensure products meet company standards before shipment. The role requires strong troubleshooting skills, attention to detail, and collaboration with internal teams to drive customer satisfaction, product reliability, and continuous improvement.Key ResponsibilitiesCustomer Support & Technical AssistanceServe as the first point of contact for customer inquiries (calls, emails, etc.) regarding Spot Zero productsTroubleshoot and resolve technical issues, guiding customers through initial steps and logging all interactions in the CRM systemFollow up on open cases and ensure timely communication and resolutionCollaborate with internal teams (Sales, Software Development QA, Engineering) to resolve escalated issuesDevelop and maintain technical documentation and training resourcesEscalate unresolved or complex issues to the appropriate manager or departmentService Coordination & Field SupportSchedule and coordinate remote troubleshooting sessions or in-field service visitsOccasionally perform on-site service (up to 5%), including maintenance, repairs, and customer trainingDocument all service activity from intake to resolution for future referenceFacilitate and track warranty-related service workQuality Control & Factory TestingPerform quality control inspections and operational testing of Spot Zero systems prior to shipmentExecute factory acceptance testing procedures to verify product performance, flow rates, pressure readings, water quality, and overall functionalityInspect completed units for workmanship, assembly accuracy, cosmetic quality, and compliance with company standardsDocument test results, quality inspections, and nonconformance findings using company quality systems and proceduresTroubleshoot and correct identified issues or coordinate with Production and Engineering teams to ensure timely resolutionVerify that all required accessories, documentation, and components are included prior to shipmentIdentify recurring production or quality concerns and communicate findings to management to support continuous improvement initiativesAssist in developing, maintaining, and improving quality control procedures, test protocols, and inspection standardsSupport root cause investigations related to product failures, warranty claims, and customer feedbackCreate and maintain training materials, videos, and technical resources as neededRequirementsEducation:High school diploma or GED required; college degree preferredExperience:Minimum of 2 years in a customer or product support role, preferably in a helpdesk or technical environmentSkills & Abilities:Proficiency with CRM systems and data entryStrong attention to detail and commitment to quality standardsAbility to follow testing procedures, inspection checklists, and technical specificationsExperience with quality control, product testing, manufacturing, or assembly processes preferredAbility to interpret technical drawings, schematics, and operating procedures is a plusStrong written and verbal communication skillsExcellent problem-solving, organization, and time management skillsSelf-starter with a team-oriented mindsetBasic mechanical aptitude and ability to use toolsFamiliarity with electrical, plumbing, or mechanical systems is a plusWillingness to travel up to 5% (including out-of-state and international travel)Comfortable working on yachts, in confined spaces, and in warm/humid conditionsPhysical RequirementsAbility to lift and move up to 75 lbs unassistedRegular activities include standing, walking, kneeling, crawling, and climbingRequires full range of vision (close, distance, color, peripheral, and focus)Pre-Employment RequirementsBackground checkDrug screeningMVR check (valid FL driver's license and clean driving record required)BenefitsMonthly Profit Share PlanMedical, Dental, Vision, and Life Insurance (100% company-paid for employee coverage)401(k) with company matchPaid holidays and PTOEEO StatementSpot Zero is an 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 protectedcategory. We maintain a drug-free workplace. All employment offers are contingent upon completion and successful results of our compliance process.#J-18808-Ljbffr