Product Support Specialist

As a Product Support Specialist, you’ll play a pivotal role in ensuring our clients receive top-notch service and support. Your responsibilities will include:

• Provide 24/7 technical assistance to resolve issues from customers and service network partners.
• Perform troubleshooting of electrical and refrigeration (HVAC) systems of active temperature-controlled containers and mobile refrigeration products.
• Review customer queries regarding the serviceability and airworthiness of containers. Make recommendations based on assessment of damage/functionality to remain in service or replace.
• Create spare parts and individual container parts orders to ensure service network has appropriate level of repair parts on-hand to perform maintenance.
• Review forms associated with acceptance, release, testing data, and maintenance work order for accuracy & completeness. Send notification of damages to customers.
• Review container log file data from past shipments and check for anomalies. Advise service center on maintenance required based on findings.
• Responsible for ensuring scheduled maintenance tasks and Service Information Letters on active containers are performed prior to their expiration date and service record of container is updated upon completion.
• Review and approve service center invoices and work orders for payment processing.
• Prepare initial response to customer Corrective Action Preventative Action (CAPA) reports following identification of root cause. Coordinate with quality manager to ensure CAPA report has appropriate information and explanation of findings.

To excel in this role, you should have:

• High school diploma or equivalent required. Associate degree preferred.
• 3+ years’ experience in a customer service, product support role and/or field service support.
• 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.
• Detail-oriented with a focus on accuracy in documentation.
• Able to manage various projects simultaneously, prioritize tasks and manage time effectively.
• Strong analytical and problem-solving skills.
• Strong Microsoft Office skills to include Outlook, SharePoint, Word, and Excel. An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

We are a cutting-edge cold chain solutions company that’s revolutionizing the way goods are transported and stored. Our innovative technologies and services ensure that temperature-sensitive products reach their destinations in perfect condition, every time.