> Markdown version of [/jobs/ext/283532-product-support-supervisor](https://www.wearedevelopers.com/jobs/ext/283532-product-support-supervisor). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Supervisor - **Company:** Doubleday Acquisitions, LLC - **Location:** Monroe, OH, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Knowledge Management, Microsoft Office, Microsoft PowerPoint - **Published:** May 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6a57f88b49b8596d ## About the Role Do you have experience in Customer inquiry handling?, Do you have a Bachelor's degree?, * Bachelor's degree in a technical, business, or related field preferred. * In the absence of a degree, 7+ years of relevant experience in a product knowledge, technical support, or related role is required. * 3+ years of supervisory or lead experience. * Experience in aerospace, pharmaceutical cold chain, or a related technical industry preferred. * Experience developing or maintaining technical documentation, training content, or knowledge management systems is strongly preferred. Knowledge Skills & Abilities * Background knowledge of FAA/EASA Part 145 maintenance requirements is advantageous; direct compliance ownership is not required for this role. * Excellent communication and presentation skills; demonstrated ability to translate complex technical product information for varied audiences. * Proven ability to develop and maintain technical documentation, training materials, and knowledge base content. * Strong leadership and coaching skills; able to hold a team accountable while fostering a positive, development-oriented environment. * Analytical thinking and problem-solving skills. * Strong interpersonal skills and collaborative mindset; comfortable working across functions and with external stakeholders. * Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) - Intermediate to Advanced. * Organizational skills; able to balance multiple priorities and manage competing demands. * Professional demeanor and ability to maintain positive relationships with internal and external customers under varying conditions. ## Description Join CSafe as a Product Support Supervisor and lead the evolution of our Product Support team into a world-class center of product expertise and customer enablement. In this role, you will serve as the primary product knowledge expert for our active and passive temperature-controlled solutions, supporting customers, partners, and internal teams through technical training, knowledge development, and continuous improvement initiatives. This is an exciting opportunity for a customer-focused leader who is passionate about technical excellence, collaboration, and delivering an exceptional customer experience., * Supervise and develop the Product Support team; set individual and team performance goals, conduct performance reviews, manage schedules, and approve time-off requests. * Serve as the primary subject matter expert (SME) on all CSafe active and passive temperature-controlled products - the go-to resource for internal and external product knowledge questions. * Respond to product knowledge inquiries from customers, service center partners, Sales, Operations, and Customer Service teams; escalate or redirect repair and maintenance decisions to the appropriate technical operations owner. * Build, maintain, and continuously improve the product knowledge base, including technical documentation, knowledge articles, troubleshooting guides, and Service Information Letters (SILs). * Collaborate with Engineering and Quality teams to stay current on product updates, modifications, and technical bulletins; translate changes into accessible, audience-appropriate knowledge resources. * Develop and deliver product training programs for internal teams (Sales, Customer Service, Operations) and external stakeholders (customers, service center partners). * Support customer onboarding and product education initiatives to drive successful product adoption and usage. * Monitor product knowledge inquiry trends to proactively identify and close knowledge gaps across the organization. * Partner with Customer Service Supervisors to support escalated product-related inquiries that require deep product expertise. * Coordinate with the Training & Readiness function to ensure product knowledge content is current and integrated into broader learning programs. * Identify opportunities for process or content improvements; serve as the change agent for implementation within the Product Support function. * Perform other duties as assigned. ## Related Videos - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) - [The Future of Knowledge Retention: AI-Driven HR Transformation](https://www.wearedevelopers.com/videos/100047-the-future-of-knowledge-retention-ai-driven-hr-transformation) ## Related Articles - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [A call for Guest Writers for the WeAreDevelopers Magazine](https://www.wearedevelopers.com/magazine/648-a-call-for-guest-writers-for-the-wearedevelopers-magazine) - [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question) - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers) - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j)