Product Support Specialist

Job Description

Job Description

Position Overview

The Product Support Specialist assists the Product Management team in a variety of ways including documentation, audits, and product research. The Product Support Specialist will be heavily involved in product rollout functionality and data management including data accuracy reviews. The position is responsible for product option reviews and margin of product being sold. The Product Support Specialist maintains the Engineering Library and administers a Bill of Material Audit Process.

Duties and Responsibilities

• Respond to product question or request tickets received in Product Management's Help Site from manufacturing staff, Customer Service Representatives, Sales Representatives, contractors or Quaker dealers
• Review content and upkeep documents in the Engineering Library including install instructions, certification documents, shop floor audits, product catalog, parts book, etc.
• Review all available options for each product. Add each option that works to the specification document so Quaker's Q1 bid program, the Bill of Materials and pricing reflect accurate data
• Determine margin of product being sold based on our costs and the market pricing
• Facilitate the Bill of Material Audit Process and be the bridge between Engineering, Manufacturing, and Purchasing
• Investigate product issues or opportunities for improvement and solutions
• Help with the development of product instructions, user guides and manufacturing floor standard operating procedures
• Research and respond to price review questions from the Sales team
• Support the Product Management team in a variety of ways
• Assist with product changes
• Prompt and regular attendance at an assigned work location.
• Interact and communicate with employees and customers in an appropriate manner.
• Availability on site to confer with staff members with whom the employee must interact on a regular basis.
• Communicate via email, prepare reports and work schedules.
• Review and analyze data and information in the Engineering Library.
• Plan, prioritize and monitor Bill of Material audit process.
• Complete assigned tasks/projects in a timely manner.

Supervisory Responsibility

No direct management or supervisory responsibilities.

Safety

Observe safety and security policies and procedures, including proper use of Personal Protective Equipment including but not limited to eye and toe protection; report potentially unsafe conditions; and use equipment and materials properly during visits to the production floor.

Travel

Approximately 5-10% travel is required to commute between the Quaker campuses to implement product changes, learn about products, for meetings or training purposes.

Qualifications

An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Proficient with Microsoft Office software: Excel, Word, PowerPoint and Outlook
• Thorough Understanding of Quaker's Residential Product Terminology preferred

Preferred Education and Experience

The expectation is that the individual has achieved a minimum level of education and/or related expertise to qualify for this position.

• Associate or Bachelor of Science degree in Business or Engineering field

Competencies and Skills

• Attention to Detail
• Reading and Comprehension Skills
• Quality Focused
• Excellent Written and Verbal Communication Skills
• Adaptability
• Initiative
• Presentation / Training
• Team Based Mindset

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday during normal business hours. Occasional evening and weekend work may be required as job duties demand.

Physical Demands

The demands and environmental characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is primarily an office job and largely a sedentary role with frequent sitting.