Product Service Associate

Job Title:

Product Support Associate

Job Description

The Product Support Associate serves as the primary point of contact for product quality concerns, ensuring timely and accurate resolution of issues while upholding a strong commitment to quality and customer satisfaction. In this role, you coordinate cross-functional efforts, manage quality-related documentation and inquiries, and support internal teams with clear, professional communication. You will help drive continuous improvement by handling quality investigations, returns, and corrective actions in a fast-paced, high-volume environment.

Responsibilities

+ Serve as the initial point of contact for customer and internal quality concerns, providing prompt and professional responses.

+ Create, process, and track Quality Assurance Inquiries from initial submission through to final resolution.

+ Coordinate with internal departments, including engineering, manufacturing, and quality teams, to investigate and resolve product quality issues.

+ Draft and deliver 8D reports based on failure analysis, root cause findings, and corrective actions.

+ Coordinate customer returns, exchanges, and credits, ensuring accurate documentation and timely processing.

+ Assemble, review, and route contract review documentation to appropriate stakeholders.

+ Act as a resource for internal teams by answering quality-related inquiries and providing guidance on processes and documentation.

+ Support management with quality-related tasks, reporting, and data analysis to help drive continuous improvement.

+ Perform order entry and order management activities with a high degree of accuracy and attention to detail.

+ Handle data entry, document processing, document review, and document management using established systems and procedures.

+ Utilize ERP systems and Microsoft Office tools, including email and Excel, to manage information, track issues, and communicate updates.

+ Communicate effectively via phone and email with customers and internal teams to clarify issues, provide status updates, and ensure resolution.

+ Maintain a high level of order accuracy while managing high volumes of work and multiple tasks simultaneously.

+ Apply sound judgment and problem-solving skills to prioritize tasks, meet tight service-level agreements, and support team objectives.

+ Collaborate cross-functionally with multiple teams to ensure a consistent, quality-focused customer experience.

Essential Skills

+ At least 2 years of experience in a similar capacity, such as product support, quality support, or related customer-facing technical role.

+ Experience working in a manufacturing environment.

+ Proven experience utilizing ERP systems for order management, quality tracking, or related functions.

+ Proficiency with Microsoft Office, including email and Excel.

+ Demonstrated experience with product quality, order entry, and order management.

+ Strong data entry skills with a focus on accuracy and completeness.

+ Experience working with documentation systems, including document processing, document review, and document management.

+ Solid customer service skills with the ability to handle inquiries professionally and efficiently.

+ Strong communication and people skills, including clear written and verbal communication.

+ High attention to detail and commitment to order accuracy.

+ Ability to multi-task and manage high volumes of work and multiple tasks simultaneously.

+ Ability to manage multiple tasks and deadlines in a fast-paced environment.

+ Sound judgment and problem-solving skills when handling quality issues and customer concerns.

+ Ability to work cross-functionally with multiple teams, including engineering, manufacturing, and quality.

Additional

Skills & Qualifications

+ Experience creating or working with 8D reports or similar structured problem-solving methodologies.

+ Experience handling returns, exchanges, or credits in a manufacturing or product-based environment.

+ Comfort working with technical information, product specifications, or manufacturing data.

+ Experience managing customer communication via phone and email in a professional setting.

+ Familiarity with quality assurance inquiries and related reporting processes.

+ Interest in growing into quality or operations-focused roles within a stable organization.

+ Strong organizational skills and the ability to maintain accurate records and documentation.

+ Motivation to contribute to continuous improvement in product quality and customer satisfaction.

Work Environment

You will join a collaborative team of approximately 15 people in a fast-paced, high-volume environment with tight service-level agreements. The standard schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. The role is onsite for the first full month to support onboarding and training, then transitions to a hybrid model with four days remote and one day in the office, typically on Thursdays.

You will work closely with engineering, manufacturing, and quality teams and regularly use ERP systems,…