Product Support Specialist

Work Environment

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 training and onboarding, then transitions to a hybrid schedule with four days remote and one day in the office, typically on Thursdays. You will work closely with engineering, manufacturing, and quality teams.

Will serve 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 quality investigations, manage documentation and inquiries, and collaborate closely with cross‑functional teams across manufacturing, engineering, and quality to support continuous improvement and exceptional customer experience.

• At least 2 years of experience in a similar capacity, preferably in a product support, quality support, or related role.
• Experience working in a manufacturing environment, with familiarity in manufacturing processes or operations.
• Hands‑on experience with ERP system utilization for order management, returns, credits, and related activities.
• Proficiency with Microsoft Office, including strong skills in email and Excel for communication, tracking, and reporting.
• Demonstrated attention to detail and commitment to order accuracy in data entry, documentation, and order processing.
• Ability to manage high volumes of work and multiple tasks simultaneously while meeting deadlines and tight service‑level agreements.
• Strong communication skills, including clear written and verbal communication with internal teams and customers.
• Ability to work cross‑functionally with multiple teams, including manufacturing, engineering, and quality.
• Sound judgment and problem‑solving skills to support investigations, issue resolution, and process improvements.
• Customer service orientation with strong communication and people skills.
• Experience with product quality support, order entry, data entry, and documentation systems.
• Capability to perform document processing, document management, and document review in a structured environment.

• Serve as the initial point of contact for customer and internal quality concerns, providing clear, professional communication throughout the issue resolution process.
• Create, process, and track Quality Assurance Inquiries from initial submission through to final resolution, ensuring accurate and complete documentation at every stage.
• Coordinate with internal departments, including manufacturing, engineering, and quality, to investigate and resolve product quality issues in a timely manner.
• Draft and deliver 8D reports based on failure analysis, root cause investigation, and corrective actions, ensuring reports are clear, accurate, and actionable.
• Coordinate customer returns, exchanges, and credits, ensuring orders and adjustments are processed accurately and efficiently in the order management and ERP systems.
• Assemble, review, and route contract review and related quality documentation, ensuring compliance with internal procedures and documentation standards.
• Act as a resource for internal teams by responding to quality‑related inquiries, providing information, and supporting process improvements.
• Support management with quality‑related tasks and reporting, including data collection, data entry, and preparation of documentation and summaries.
• Perform accurate order entry, data entry, and document processing within the documentation system and ERP platform, maintaining high levels of order accuracy.
• Manage high volumes of inquiries and tasks while meeting tight service‑level agreements and deadlines in a fast‑paced environment.
• Collaborate cross‑functionally with multiple teams to ensure alignment on quality standards, corrective actions, and customer commitments.
• Use sound judgment and problem‑solving skills to identify issues, elevate when appropriate, and contribute to continuous improvement of quality processes.

Permanent position based out of Cary, IL.

The pay range for this position is $21.00 - $25.00/hr.

• Medical, dental &…