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.
Requirements
- Proficient with Microsoft Office software: Excel, Word, PowerPoint and Outlook
- Thorough Understanding of Quaker's Residential Product Terminology preferred
Responsibilities
- 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
- Review and analyze data and information in the Engineering Library.
Other
- 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
- 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.
