What are the responsibilities and job description for the Product Support Specialist position at CSafe Global?
Are you ready to embark on an exciting career journey in the dynamic world of cold chain solutions? We are a fast-growing industry leader, and we're looking for a knowledgeable, detail-oriented Product Support Specialist to to deliver high-quality support across our product portfolio. This role is responsible for supporting customers and repair service partners by diagnosing technical issues, providing effective solutions, contributing to improved product performance, and service center efficiency. The ideal candidate will combine strong technical expertise with excellent communication and documentation skills.
Schedule: Monday - Friday 8:00 AM - 5:00 PM EST
Location: Based at our global headquarters in Monroe, US
About Us:
CSafe offers the most comprehensive suite of thermal shipping solutions for pharmaceutical cold chain shipping needs around the world to ensure patients receive the medicines and treatments they need. In addition to key acquisitions, CSafe has operations in more than 70 locations worldwide to ensure product availability and continue to fulfil our founders’ mission to provide patients around the world with access to viable, life-enhancing pharmaceuticals. With a “client-first” focus, deep industry expertise and commitment to innovation, CSafe continues to deliver industry-leading products provides an end-to-end portfolio including active and passive bulk air cargo, parcel, cell and gene and specialty last-mile use cases. Our team operates with curiosity, humility, accountability, and entrepreneurial spirit to deliver on our vision and mission.
Your Role:
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:
Schedule: Monday - Friday 8:00 AM - 5:00 PM EST
Location: Based at our global headquarters in Monroe, US
About Us:
CSafe offers the most comprehensive suite of thermal shipping solutions for pharmaceutical cold chain shipping needs around the world to ensure patients receive the medicines and treatments they need. In addition to key acquisitions, CSafe has operations in more than 70 locations worldwide to ensure product availability and continue to fulfil our founders’ mission to provide patients around the world with access to viable, life-enhancing pharmaceuticals. With a “client-first” focus, deep industry expertise and commitment to innovation, CSafe continues to deliver industry-leading products provides an end-to-end portfolio including active and passive bulk air cargo, parcel, cell and gene and specialty last-mile use cases. Our team operates with curiosity, humility, accountability, and entrepreneurial spirit to deliver on our vision and mission.
Your Role:
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:
- Customer Support: Provide expert technical assistance to customers regarding the full CSafe product portfolio, addressing inquiries, operational concerns, and performance issues.
- Troubleshooting & Issue Resolution: Diagnose product issues, identify root causes, recommend corrective actions, and coordinate alternative solutions when necessary.
- Product Expertise: Develop and maintain in-depth knowledge of all CSafe active and passive solutions to effectively support customers and minimize operational disruption.
- Documentation & Knowledge Management: Create, maintain, and update accurate documentation, including maintenance histories, fault isolation procedures, field service campaigns, trend analyses, FAQs, and other product-related resources.
- Cross-Functional Collaboration: Partner with Product Management, Engineering, Customer Service, and Quality teams to ensure accurate communication of product features, standard operating procedures, and troubleshooting guidance.
- Continuous Improvement: Identify opportunities to enhance support processes, improve documentation quality, and contribute to ongoing product and service improvements.
- Process Flow: Develop clear and concise process flow maps to illustrate product functionality and troubleshooting methodologies.
- Data Analysis & Metrics: Analyze technical data and develop performance metrics to support efficient maintenance, repair, and reliability initiatives.
What We're Looking For:
To excel in this role, you should have:
- Associate’s degree or comparable work experience in a related field.
- 4 years’ experience in a customer service, product support role and/or field service support. Experience in an FAA-regulated environment preferred.
- 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.
- Able to manage various projects simultaneously, prioritize tasks and manage time effectively.
- Proficiency with process flow mapping tools and techniques.
- Understanding of root cause analysis methods (e.g., Fishbone diagrams, Pareto analysis, 5 Whys).
- Strong attention to detail, particularly in technical documentation and procedural accuracy.
- Ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines.
- Strong analytical and problem-solving skills.
- Proficient in 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