In-house Technical Support & Customer Service Specialist

Cycles Worldwide, LLC; Pompano Beach (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) plan

Employee discounts

Health insurance

Paid time off

Job summary

RIVA Racing is seeking an In-House Technical Support & Customer Service Specialist in Deerfield Beach, FL. You will diagnose complex issues, support customers and dealers worldwide, and provide practical, timely solutions.

The role requires a powersports technician with strong diagnostic skills, excellent communication, and experience with OEM parts, Maptuner tools, and cross-department collaboration. On-site position with a comprehensive benefits package.

Qualifications

• Technical-school certification or equivalent experience.
• 5+ years as powersports technician with formal service training.
• Strong diagnostic and troubleshooting skills.
• Excellent customer service and interpersonal skills.
• Fluent in English; Spanish/Portuguese a plus.

Responsibilities

• Resolve product and service concerns by identifying root causes and coordinating repairs or adjustments.
• Provide technical diagnostic support by phone and email for RIVA Racing products and OEM parts.
• Collaborate with Service, Parts, and R&D to ensure consistent customer decisions.
• Review, authorize, and document warranty claims per policy.
• Evaluate requests and determine appropriate level of support per guidelines.
• Maintain accurate customer and dealer records in applicable systems.
• Prepare technical documentation and assist with failed-component analysis.
• Coordinate with management on repairs or customer assistance while maintaining fiscal responsibility.

Skills

Technical diagnostics

Customer service

Communication skills

Office suite

Powersports experience

Education

Technical certification or equivalent

Job description

Job Title In-house Technical Support & Customer Service Specialist

Job Location

Job Description

RIVA Racing has an excellent opportunity for an experienced powersports technician to join our team in Deerfield Beach, Florida, as an In-House PWC and Jet Boat Technical Support and Customer Service Specialist.

This position is ideal for someone who enjoys diagnosing complex technical issues, helping customers and dealers, and applying real-world service experience beyond the traditional repair-shop environment. In this role, you will provide technical support for RIVA Racing performance products, as well as OEM parts and accessories, to personal watercraft and jet boat customers and dealers worldwide.

You will diagnose and resolve product and service concerns, provide knowledgeable technical guidance, and help maintain customer satisfaction through timely, practical, and effective solutions.

What You’ll Be Doing

• Resolve product and service concerns by identifying root causes, recommending corrective actions, coordinating repairs or adjustments, and following up to confirm successful resolution.
• Provide technical diagnostic support by phone and email for RIVA Racing performance products and OEM parts and accessories, including Maptuner ECU tuning tools.
• Work with personnel across the Service, Parts, and R&D departments to gather information and make objective, consistent, and well-supported customer and dealer service decisions.
• Review and authorize warranty claims accurately and consistently while following company policies and maintaining fiscal responsibility.
• Evaluate customer and dealer requests for assistance and determine appropriate support based on RIVA policies and guidelines.
• Maintain accurate customer and dealer records by documenting interactions and updating account information in applicable systems.
• Support product-quality and engineering initiatives by preparing technical documentation, assisting with failed-component analysis, and communicating feedback related to product concerns.
• Manage routine and moderately complex assignments with limited supervision.
• Coordinate with management when negotiating repair costs, authorizing repairs, or determining appropriate customer assistance.

What You Need to Be Successful

• Technical-school certification or an equivalent combination of education, training, and relevant professional experience.
• At least five years of experience as a powersports technician, including formal powersports service training.
• Strong technical diagnostic and troubleshooting skills.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills, with a high degree of accuracy and attention to detail.
• Demonstrated analytical, problem-solving, organizational, and multitasking abilities.
• Proficiency with Google Workspace and Microsoft Office applications.
• Experience servicing and diagnosing personal watercraft and jet boats.
• Motorcycle, side-by-side, or ATV service and diagnostic experience is a plus.
• Experience with dealer management systems and diagnostic software is preferred.
• Fluency in English is required; Spanish and Portuguese proficiency is a plus.

What’s in It for You

• Competitive compensation based on the candidate’s relevant technical knowledge, customer service skills, and overall experience.
• Paid vacation and holidays.
• Health insurance plan.
• 401(k) plan with employer contribution.
• Employee discounts.
• The opportunity to work closely with experienced Service, Parts, and R&D personnel.
• Exposure to innovative, high-performance watercraft products and technology.
• A hands-on, enthusiast-driven workplace where employees share a passion for performance.
• Smoke-free and vape-free workplace.

Reports To

Department Manager

Schedule: Monday–Friday, 9:00 a.m.–6:00 p.m.

Work Location: On-site at RIVA Racing in Deerfield Beach, Florida.

• 401(k)
• Employee discount
• Health insurance
• Paid time off