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.

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.

Competencies and Skills

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. The position requires the ability to climb stairs, lift files, open filing cabinets, bend or stand as necessary. The employee is occasionally required to climb or balance; and stoop, kneel, crouch or crawl. The employee may also occasionally be required to lift and / or move up to 25 pounds.

It is an essential job function and safety rule, applicable to every employee working in a safety sensitive classified position, to be able to work in a constant state of alertness and in a safe manner.

Work Environment

Although the employee will primarily be in an office setting, while performing the duties of this job, the employee will need to visit the factory and be exposed to climactic variations, various levels of vibration, and moving mechanical parts. The noise level in the office is usually low, but hearing protection may be advisable or required for prolonged visits to certain parts of the factory.

Other Duties and Responsibilities

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be required of the employee for this job. Duties, responsibilities and activities may change at the discretion of management at any time.

Equal Employment Opportunity Statement

Quaker is an equal opportunity employer. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Quaker will be based on merit, qualifications, abilities, and Quaker's needs and resources. Quaker does not discriminate in any employment opportunities or practices on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity or expression), national origin, ancestry, age, disability, genetic information, military status, or any other category protected by law.

Job Posted by ApplicantPro