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Product Support Specialist

2 months ago

Fayetteville, United States Longwood University Full time

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As a member of the Product and Technical Services Team, the **Product Support Specialist I** provides industry-leading technical and product support while engaging in real-time troubleshooting of inbound Tier II & Tier III customer issues including consultation with vendors, distributors, customer service teams, sales team, and Engineering teams. The position assists in the analysis, development, and testing of software/hardware applications and new product capabilities through the entire product life cycle to ensure quality standards, company tolerances, and regulatory requirements. The position detects system issues, including triaging customer application and end-user issues, reporting non-conformances, and providing feedback and instructions to vendors. This **Product Support Specialist I** displays curiosity, a passion for ideas, likes to experiment, is a creative problem solver with a focus on sustainability and innovation as it is applies to both the company strategy and to product design. - Provide industry-leading Tier II & Tier III technical service support to customers, vendors, distributors, customer service teams, sales team, and engineering by asking probing questions, actively listening, building rapport, demonstrating respect, being informative, and understanding the customers needs, requests or problems.

- Obtain detailed information from customers and create service tickets (service request orders) or other appropriate documentation using company software and forms.

- Resolve product problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up with the customer to ensure quick resolution.

- Assist with software/hardware application and new product capabilities project development through the entire life cycle to ensure quality standards, company tolerances, and regulatory requirements

- Test and analyze new product software/hardware features for performance specifications, including diagnostics to tolerances (CALVER), repeatability, reproducibility, and inter-instrument agreement.

- Create documentation for applications to support developments and communicate results with distribution channels and customers.

- Detect and resolve bugs or issues including documenting customer application and end-user issues, reporting non-conformances to Director, and providing feedback and instructions to Product Specialist II and vendors.

- Assist in the creation of project plans, test plans, performance requirements, sensor interface, release documentation, release notice, revision histories, and validation reports.

- Assist in the monitoring of all aspects of the product life cycle, including long and short-term development plans, market forces, and customer needs; Focus on sustainability and innovation as it is applies to both the company strategy and to product design.

- Develop various packaging concepts in coordination with finished products and materials used and ensure compatibility of packaging with manufacturing unit.

- Assist in creating technical content, SOPs, educational articles and marketing materials such as "Frequently Asked Questions," "How-to-Steps," and maintain end-user content information to the company website(s).

- Follow company safety regulations and company policies.

- Performs other duties as assigned.

**Essential Functions:**

**Secondary Functions and Responsibilities**

- Develop and maintain a broad knowledge of the companys products and services; Cross-train with the customer experience team. Keep updated on ASTM standards for color, color tolerances, color differences, and Gardner Color Scale.

****Required Education and Experience****

* Bachelors degree in an Analytical, Engineering or Scientific field with 1-2 years of professional experience in the manufacturing industry, quality control, or R&D, or a combination of education and experience.

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