Field Product Technical Support Specialist

The Technical Support Specialist provides technical product support for Neptune Boat Lifts dealers, contractors, customers, and end users. This position is responsible for diagnosing and documenting product and application issues, guiding customers through structured troubleshooting, supporting warranty intake and technical documentation, identifying appropriate parts or next steps, and escalating issues that require additional engineering, quality, warranty, or operational review. While primarily focused on Neptune, this role collaborates across Waterfront Brands as appropriate to share technical knowledge, support common processes, and provide a consistent customer experience., * Provide responsive technical support to dealers, contractors, customers, and end users by phone, email, and other designated support channels.

• Diagnose product, installation, mechanical, and other technical concerns using structured troubleshooting methods and available product resources. Ask appropriate diagnostic questions, gather required information, and guide customers through safe, logical troubleshooting steps to identify likely causes and next actions.
• Identify replacement parts, service components, or technical resources needed to support resolution and coordinate with Customer Support or Customer Support Operations for order processing when appropriate.
• Support warranty intake by gathering and validating required technical information, documenting findings, and routing claims through the established warranty process; participate in warranty review as requested without independently determining final eligibility.
• Escalate issues outside established troubleshooting scope to Engineering, Quality, Product Management, Warranty, Operations, or other subject matter experts with complete and organized supporting information.
• Maintain ownership of assigned technical cases through appropriate resolution or formal handoff, providing timely updates to customers and internal stakeholders.
• Develop, maintain, and improve troubleshooting guides, technical FAQs, diagnostic checklists, knowledge-base content, and other support resources based on recurring issues and lessons learned.
• Identify recurring product, installation, parts, or service issues and communicate trends to the Customer Support Director and appropriate Quality, Engineering, Product, or Operations teams.
• Consistently adhere to customer communication standards, documentation requirements, safety policies, company values, and continuous improvement practices.
• Other duties as assigned.

• High School Diploma or General Education Degree (GED) required.
• Technical school, trade school, associate degree, or other coursework in mechanical, electrical, marine, industrial, automotive, powersports, or a related technical field preferred; equivalent relevant experience may be considered.
• Experience in technical support, service, troubleshooting, warranty support, field service, or a mechanically/electrically oriented role preferred.
• Marine industry or boat lift experience preferred but not required.
• Comfort with computer systems, documentation, and learning ERP/CRM or case-management tools required.
• Strong mechanical and/or electrical troubleshooting aptitude.
• Excellent written and verbal communication skills with the ability to explain technical information clearly.
• Strong customer/client focus, patience, empathy, and professionalism during difficult technical interactions.
• High level of analytical problem-solving ability and curiosity.
• Strong documentation habits and close attention to detail.
• Ability to follow structured diagnostic processes while exercising sound judgment when conditions vary.
• Ability to prioritize multiple open technical cases and follow through to resolution or formal handoff.
• Ability to collaborate effectively with Engineering, Quality, Operations, Sales, and other cross-functional teams.
• Ability to learn complex product systems and retain technical information.

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Waterfront Brands is the largest and premier manufacturer of waterfront equipment in North America, with offices in Fergus Falls, MN, Claremore, OK, Fort Lauderdale, FL, and Snow Hill, NC. The company’s flagship brands include ShoreMaster, HydroHoist, Neptune, and Tide Tamer; additional brands include RhinoDock, PolyDock Products, ShoreMaster Fabrics, RotoMoldUSA, HyPower, and Firstmate.