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Product Support Specialist

Position Overview

Product support specialists work as part of the technical team to create optimum customer satisfaction, leading to long term relationships. They achieve this by working with customers, the sales team, and the company's products. They offer expert advice and consultation, which may be over the phone or on site, depending on the company and industry. In most situations, a product support representative would assign them a support case. The product support specialist would then follow up with, and take full ownership of the case. If they are unable to immediately solve the customer case with their expert product knowledge, they should consult others or research material resources to find a resolution. These resolutions should be determined as early as possible to ensure customer satisfaction. As such, product support specialists are required to be good problem solvers. The support end of the job will take up more than half the role. Sometimes product support specialists also do training sessions, assist with product launches, or complete support on-site. This role is common in the equipment industry, including farm equipment manufacturers.

Product Support Specialist Duties

  • Provide customer and sales support for product issues
  • Resolve all assigned support cases as quickly and effectively as possible
  • Occasionally travel to customers on-site to troubleshoot
  • Train customers and/or sales team on new products
  • Document all work completed to easily track relatable issues
  • Research material resources if a new problem is presented that does not have a straightforward solution
  • Provide advice for new product ideas or modifications
  • Offer product demonstrations
  • Stay current on the industry to ensure products and solutions keep up with the market

Typical Employers

  • Farm equipment manufacturers
  • Research companies
  • Pharmaceutical companies
  • Universities
  • Colleges
  • Material-handling manufactures
  • Automotive manufactures

Required Education and Training

Product support specialists should have a bachelor's degree in a related field, which can vary greatly depending on the industry. They should have a minimum of 5 years working in another role related to the company's products. For example, if they were in the equipment manufacturing industry, previous experience in equipment maintenance or machinery use would be relevant. This experience will ensure they are an expert within the field and understand the industry.

Key Skills and Qualities

  • Strong problem solving and troubleshooting skills
  • Excellent customer service skills
  • Ability to multitask effectively
  • Great time management skills
  • Ability to work well in a team environment, as well as independently
  • Valid drivers licence
  • Ability to build strong business relationships
  • Excellent communication skills (written and oral)
  • Strong leadership skills

Average Salary

  • Typically, the minimum salary for a product support specialist is £17,000
  • The maximum salary for a product support specialist is about £42,000
  • Depending on level of experience, the average salary is approximately £26,300