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Product Support Specialist

Position Overview:
Based in our North Kingstown, RI facility, the Product Support Specialist works in conjunction with the Field and Support teams (DTMs, DSMs, Call Center, etc.) as well as the Product Managers, Engineering and Operations teams by soliciting, evaluating, consolidating and sharing product feedback.

Major Tasks and Responsibilities:

  • Serve as primary point of contact and conduit for product information flow to and from Technical Services including participation or coordination of participation in testing support (Beta and other), project teams (HDLS and other), new product development meetings and Kaizen and Shainin teams.
  • Serve as Captain for all Product Support Teams (chair monthly meetings, participate on all distribution lists, etc.).
  • Identify early trends through regular interaction with call center and field staff (DTMs, DSMs).
  • Deliver product feedback to Product Managers, Engineering and Operations teams regarding real-time, urgent issues and prepared, monthly summaries.
  • Work with Engineering/Operations teams and Field teams to coordinate the return of product needed for evaluation.
  • Actively communicate product issues, solutions, and updates to Field and Support teams by providing product issue updates and talking points to address ‘hot topics’ (for internal staff); Tech Service Bulletins (for HASCs); and product enhancements/changes administered through the QCR review process (for internal staff).
  • Maintain an Issues Log for each product group establishing accountability for evaluating and resolving; working with Product Managers, Engineering and Operations teams to update log and track resolutions.
  • Maintain an Innovations Log for each product group that includes ideas for new products or enhancements to existing products, and proactively share these ideas with Product Managers, Engineering and Operations teams.
  • Coordinate and communicate monthly product reporting that pulls from the following sources: Claims/Shipments, Call Tracking and PST Feedback.
  • Performs all other duties as assigned by Supervisor.

Qualifications:

  • Must have an in-depth knowledge of swimming pool products, their application, use and care.
  • Must have a working knowledge of technology and system applications, including databases, reporting and business tools.
  • Excellent team player qualities required which include the ability to lead a team of peers, working through others to achieve results, teamwork, team building, project management, negotiation, building consensus, problem solving, innovation and data analysis.

Education & Experience:

  • Minimum 4-year degree, preferably in a business-related field, or equivalent experience.
  • Minimum 5 years of experience in the pool industry with a focus on working directly with the product, either in the field or in a business setting.
  • Previous experience managing a support function serving internal and external customers.
  • Ideal candidate will have experience in retail/distribution/service as well as experience working for an original equipment manufacturer (OEM).

To Apply:
Please send your resume to goldlinehr@haywardnet.com. Please indicate the position you are applying for and your salary requirements.

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