Product Specialist

Brief Description

The Product Specialist is a key contributor within Health Care Logistics' technology product team, supporting an assigned product within the technology portfolio. Working under the guidance of the Senior Product Specialist, this role serves as the front line of customer support and product operations — owning the support pipeline, executing QA test plans, handling standard system configurations, and documenting customer feedback.

This is a learning-and-doing role — the Product Specialist builds deep product knowledge through hands‑on customer engagement and develops the skills needed to grow into a Senior Product Specialist or Product Owner over time. Success is measured by quality of customer support, responsiveness, reliability in follow-through, and growing product expertise.

The Product Specialist is a key contributor within Health Care Logistics' technology product team, supporting an assigned product within the technology portfolio. Working under the guidance of the Senior Product Specialist, this role serves as the front line of customer support and product operations — owning the support pipeline, executing QA test plans, handling standard system configurations, and documenting customer feedback.

This is a learning-and-doing role — the Product Specialist builds deep product knowledge through hands‑on customer engagement and develops the skills needed to grow into a Senior Product Specialist or Product Owner over time. Success is measured by quality of customer support, responsiveness, reliability in follow-through, and growing product expertise.

• 2+ years of experience in a customer‑facing product support, implementation, technical account management, or help desk role — or equivalent experience in a structured internship or associate‑level position.
• Familiarity with gathering customer requirements and documenting them in structured formats such as configuration plans, issue tickets, or workflow descriptions.
• Hands‑on experience performing functional testing or QA on software, or a demonstrated aptitude for learning structured testing processes.
• Experience managing customer issues using a ticketing or issue tracking system, with the ability to categorize, prioritize, and follow through to resolution.
• Working proficiency with productivity and collaboration tools — for example, an issue tracker (such as Jira), a knowledge base or wiki (such as Confluence), and a modern office suite.

• Experience supporting connected hardware products (sensors, scanners, RFID, IoT devices) in a customer‑facing role
• Familiarity with healthcare, pharmacy, or regulated supply chain environments.
• Background in technical writing, customer enablement, or developer‑adjacent product roles.
• Interest in growing toward product strategy, Agile product ownership, or team leadership over time.

• Technical Aptitude The ability to quickly learn, understand, and apply new technologies, tools, and technical concepts relevant to the role.
• Attention to Detail The practice of consistently producing accurate, thorough, and high‑quality work by catching errors and ensuring completeness.
• Cross‑Functional Collaboration The ability to work effectively with people from different departments, disciplines, or functional areas toward shared goals.
• Accountability The practice of taking full ownership of one's responsibilities, commitments, and outcomes — including mistakes — without deflecting blame.
• Continuous Learning A sustained commitment to acquiring new knowledge, skills, and perspectives — both formally and through self‑directed effort.
• Documentation The ability to create clear, organized, and maintainable written records of processes, decisions, configurations, and procedures.

Competencies are drawn from the Core Competency Library.

In addition to the competencies listed above, this role requires foundational proficiency in verbal and written communication, time management, and customer service.

• Primarily office‑based with hybrid flexibility; occasional travel to customer sites or HCL satellite locations as needed for implementations and product reviews.
• M…