Product Specialist

Product Specialist I

Position Summary

The Product Specialist I serves as a frontline support resource for repair and service activities related to industrial motion control and power transmission equipment. This role manages inbound inquiries through shared inbox and phone channels while supporting repair intake quoting service coordination and transactional execution activities.

The Specialist I gathers and organizes equipment and service information processes standard service requests within established guidelines and coordinates activities across internal teams to support accurate and timely execution. This role develops foundational knowledge of industrial products repair workflows and service operations.

Core Responsibilities

• Receive and manage customer inquiries and repair requests through phone and shared inbox channels.
• Gather equipment information service history and request details to support accurate evaluation and processing.
• Assess service requests against established guidelines and determine appropriate handling routing or escalation.
• Generate standard repair quotes using established pricing structures and service guidelines.
• Process and track Return Goods Authorizations (RGAs).
• Enter and maintain accurate records for quotes orders and service activity within ERP and CRM systems.
• Coordinate service related activities across internal teams to support timely execution and effective communication.
• Execute assigned service transactions within defined scope quality expectations and established procedures.
• Escalate requests requiring additional technical review non standard evaluation or engineering support with clear supporting information.
• Maintain clear and professional communication with customers regarding request status required information and service progress.

Additional Responsibilities

• Perform other duties as assigned in support of departmental operations and evolving business needs.

Success in This Role

• Customer inquiries and service requests are handled accurately professionally and efficiently.
• Required intake information is complete accurate and properly documented.
• Service transactions are processed with high quality and minimal rework.
• Requests are effectively coordinated and routed to appropriate resources when needed.
• Customer communication and responsiveness meet established service expectations.
• Work is completed efficiently while maintaining accuracy organization and attention to detail.
• Foundational product and service knowledge continue to develop over time.

Qualifications

• 2 years of experience in customer support technical support service coordination manufacturing support or a related environment.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and work effectively in a fast paced environment.
• Strong written and verbal communication skills.
• Problem solving mindset with the ability to gather and interpret information effectively.
• Ability to learn industrial product terminology repair processes and service workflows.
• Proficiency with Microsoft Office applications.

Preferred

• Experience in industrial equipment manufacturing or aftermarket service environments.
• Experience working with ERP systems such as SAP.
• Familiarity with CRM platforms such as Microsoft Dynamics.
• Mechanical or technical aptitude related to industrial products or equipment.

Physical Demands

• Regular communication by talking and hearing.
• Frequent computer use requiring visual focus and prolonged screen time.
• Ability to move throughout office manufacturing and repair environments as needed.
• Ability to occasionally lift and move items up to 50 lbs.