Apply on Employer Site

CSafe · 1 day ago

Product Support Specialist

Cincinnati, OH

Full-time

Onsite

Mid Level

4+ years exp

CSafe is a fast-growing industry leader in cold chain solutions, seeking a knowledgeable Product Support Specialist to deliver high-quality support across their product portfolio. This role involves diagnosing technical issues, providing effective solutions, and contributing to improved product performance and service center efficiency.

Pharmaceutical

Hiring Manager

Corrine Cuny, PHR

Responsibilities

Provide expert technical assistance to customers regarding the full CSafe product portfolio, addressing inquiries, operational concerns, and performance issues

Diagnose product issues, identify root causes, recommend corrective actions, and coordinate alternative solutions when necessary

Develop and maintain in-depth knowledge of all CSafe active and passive solutions to effectively support customers and minimize operational disruption

Create, maintain, and update accurate documentation, including maintenance histories, fault isolation procedures, field service campaigns, trend analyses, FAQs, and other product-related resources

Partner with Product Management, Engineering, Customer Service, and Quality teams to ensure accurate communication of product features, standard operating procedures, and troubleshooting guidance

Identify opportunities to enhance support processes, improve documentation quality, and contribute to ongoing product and service improvements

Develop clear and concise process flow maps to illustrate product functionality and troubleshooting methodologies

Analyze technical data and develop performance metrics to support efficient maintenance, repair, and reliability initiatives

Qualification

Customer SupportTechnical AssistanceTroubleshootingProcess Flow MappingRoot Cause AnalysisAnalytical SkillsTechnical DocumentationMicrosoft OfficeCommunication SkillsProject Management

Required

Associate's degree or comparable work experience in a related field

4+ years' experience in a customer service, product support role and/or field service support. Experience in an FAA-regulated environment preferred

3+ years' experience supporting repair of electrical and/or heating and cooling systems

Exceptional verbal and written communication skills with the ability to convey complex technical information in a clear, understandable, and accurate manner

Able to manage various projects simultaneously, prioritize tasks and manage time effectively

Proficiency with process flow mapping tools and techniques

Understanding of root cause analysis methods (e.g., Fishbone diagrams, Pareto analysis, 5 Whys)

Strong attention to detail, particularly in technical documentation and procedural accuracy

Ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines

Strong analytical and problem-solving skills

Proficient in Microsoft Office skills to include Outlook, SharePoint, Word, and Excel