Product Support Assistant

Hanwha Vision Europe; Chertsey; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading technology company in Chertsey is seeking a Product Support Coordinator to provide day-to-day support to the Product team. Responsibilities include product administration, benchmarking comparisons, and ticket system management across Europe and the Middle East. The ideal candidate should be skilled in Excel, familiar with AI tools for data gathering, and possess strong communication skills. This role is pivotal in ensuring accurate product specifications and supporting the QA process for new launches.

Qualifications

• Experience with product administration and benchmarking methodologies.
• Proficient in Excel and using AI tools for data gathering.
• Strong communication skills for managing ticket support.

Responsibilities

• Support the Product team with administration and benchmarking tasks.
• Manage the Product Management ticket system and ensure timely resolutions.
• Review and update datasheets for accuracy and compliance.

Skills

Product Administration

Benchmarking

Ticket Management

Data Analysis

QA Testing

Communication

Tools

Excel

AI Tools (Microsoft Copilot, ChatGPT)

Job description

Provide day-to-day support to the Product team across administration, benchmarking, documentation, ticket handling, pre production testing, QA, and internal enablement. This is an evolving role with tasks that may change as team priorities shift.

1. Product Administration & Benchmarking
   • Build and maintain product benchmark comparisons in Excel.
   • Create technical spec sheets for new launches.
   • Identify nearest competitor models and add their specs for comparison.
   • Highlight competitive positioning, including price differences (positive/negative).
   • Use AI tools (e.g., Microsoft Copilot, ChatGPT) to accelerate spec gathering and comparison building.
   • Ensure benchmarks are usable for external sales, internal teams, and HQ.
2. Product Management – Ticket Support
   • Monitor and support the Product Management ticket system across Europe and the Middle East.
   • Evaluate requests, initiate actions with internal PMs/HQ, and follow through to resolution.
   • Coordinate re-testing, firmware/software requests, and stakeholder updates.
   • Help drive response times and maintain clear communication threads.
3. Datasheet & Data Hub Administration
   • Periodically review the Datahub (central product repository) for accuracy and compliance.
   • Update datasheets when improvements are made; ensure regional variations (e.g., EU/EMEA) are correctly reflected.
   • Treat datasheets as the source of truth—they inform customer conversations and validate compliance/specs.
4. PM-Related Document Maintenance
   • Update sales guides, comparison charts, feature/benefit documents, and client-facing materials.
   • Collaborate with research, marketing, and engineering to keep documents current and clear.
5. Pre Production (PV/PR) Sample Testing
   • Assist Product Managers in testing first samples of new products (PV/PR).
   • Identify and report electronic/hardware/software/firmware issues to HQ for iteration.
   • Learn sample handling, testing, and structured reporting.
   • Provide early insights to sales teams to support pre-launch enablement.
6. QA, Integrations & Internal Enablement
   • Support QA evaluations for third‑party applications and our own software (e.g., Vision Insight, cloud/reporting solutions).
   • Test integrations for new product launches (e.g., Milestone, Genetec VMS).
   • Help create tutorials/quick videos on features and how‑tos for internal sales tools.
   • Assist with product shoot‑outs, set‑up, programming, and on‑site testing.
7. Events & Operational Support
   • Help PMs prepare for big events; ensure samples are configured and working.
   • Support roadmap checks (e.g., “Vadim Master Roadmap”) and QBR meetings (regional quarterly business reviews).
8. Research & Compliance
   • Assist in competitor and market research using sources such as Omdia/IPVM and internal datasets.
   • Check certification and legislative requirements for specific regions/verticals across the EU.
   • Contribute to product marketing messages and collaborate with marketing on product‑related assets.