Product Specialist

Health Care LogisticsⓇ; Grove City (OH); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Health Care LogisticsⓇ is seeking a Product Specialist to be the front line of customer support and product operations. You’ll own the support pipeline, run QA test plans, handle standard system configurations, and document feedback as you learn the product.

The role provides hands-on customer engagement and growth toward Senior Product Specialist or Product Owner, emphasizing quality, quick responsiveness, and reliable follow-through in a hybrid office setting.

Qualifications

• 2+ years in a customer-facing product support, implementation, tech account management, or help desk role, or equivalent internship/associate experience.
• Experience gathering customer requirements and documenting them in structured formats.
• Hands-on experience performing functional testing or QA on software or aptitude for learning testing processes.
• Experience managing customer issues using a ticketing or issue-tracking system with prioritization and follow-through.
• Proficiency with productivity tools and collaboration platforms (e.g., Jira, Confluence, modern office suite).

Responsibilities

• Serve as the primary point of contact for customer support inquiries, owning issues from intake through resolution and escalating complex problems to the Senior Product Specialist.
• Maintain and manage the customer issue tracker, logging, categorizing, prioritizing, and resolving or escalating requests.
• Track and report on support volume, resolution times, issue categories, and customer satisfaction for product team visibility.
• Participate in requirements gathering sessions with new customers and document workflows, constraints, and configuration decisions.
• Perform standard system configuration and account setup for new deployments, following playbooks and templates.
• Produce and maintain customer-specific configuration documentation supporting go-live and future changes.
• Support the installation activities including hardware staging and on-site or remote cutover assistance.
• Contribute to user stories and acceptance criteria with customer context and reproduction steps.
• Execute QA test plans on bug fixes and new features, following regression procedures and flagging issues.
• Triage and document suspected defects to aid efficient resolution.
• Author and maintain end-user documentation, quick reference guides, and SOPs to reduce support dependence.

Skills

Customer-facing support

QA testing

Requirements gathering

Issue tracking

Cross-functional collaboration

Technical aptitude

Tools

Jira

Confluence

MS Office

Job description

Brief Description

The Product Specialist is a key contributor within Health Care Logistics' technology product team, supporting an assigned product within the technology portfolio. Working under the guidance of the Senior Product Specialist, this role serves as the front line of customer support and product operations — owning the support pipeline, executing QA test plans, handling standard system configurations, and documenting customer feedback. This is a learning-and-doing role — the Product Specialist builds deep product knowledge through hands‑on customer engagement and develops the skills needed to grow into a Senior Product Specialist or Product Owner over time. Success is measured by quality of customer support, responsiveness, reliability in follow-through, and growing product expertise.

The Product Specialist is a key contributor within Health Care Logistics' technology product team, supporting an assigned product within the technology portfolio. Working under the guidance of the Senior Product Specialist, this role serves as the front line of customer support and product operations — owning the support pipeline, executing QA test plans, handling standard system configurations, and documenting customer feedback. This is a learning-and-doing role — the Product Specialist builds deep product knowledge through hands‑on customer engagement and develops the skills needed to grow into a Senior Product Specialist or Product Owner over time. Success is measured by quality of customer support, responsiveness, reliability in follow-through, and growing product expertise.

Requirements

• 2+ years of experience in a customer‑facing product support, implementation, technical account management, or help desk role — or equivalent experience in a structured internship or associate‑level position.
• Familiarity with gathering customer requirements and documenting them in structured formats such as configuration plans, issue tickets, or workflow descriptions.
• Hands‑on experience performing functional testing or QA on software, or a demonstrated aptitude for learning structured testing processes.
• Experience managing customer issues using a ticketing or issue tracking system, with the ability to categorize, prioritize, and follow through to resolution.
• Working proficiency with productivity and collaboration tools — for example, an issue tracker (such as Jira), a knowledge base or wiki (such as Confluence), and a modern office suite.

Preferred

• Experience supporting connected hardware products (sensors, scanners, RFID, IoT devices) in a customer‑facing role
• Familiarity with healthcare, pharmacy, or regulated supply chain environments.
• Background in technical writing, customer enablement, or developer‑adjacent product roles.
• Interest in growing toward product strategy, Agile product ownership, or team leadership over time.

Core Competencies

• Technical Aptitude The ability to quickly learn, understand, and apply new technologies, tools, and technical concepts relevant to the role.
• Attention to Detail The practice of consistently producing accurate, thorough, and high‑quality work by catching errors and ensuring completeness.
• Cross‑Functional Collaboration The ability to work effectively with people from different departments, disciplines, or functional areas toward shared goals.
• Accountability The practice of taking full ownership of one's responsibilities, commitments, and outcomes — including mistakes — without deflecting blame.
• Continuous Learning A sustained commitment to acquiring new knowledge, skills, and perspectives — both formally and through self‑directed effort.
• Documentation The ability to create clear, organized, and maintainable written records of processes, decisions, configurations, and procedures.

Competencies are drawn from the Core Competency Library.

In addition to the competencies listed above, this role requires foundational proficiency in verbal and written communication, time management, and customer service.

Working Conditions & Physical Requirement

• Primarily office‑based with hybrid flexibility; occasional travel to customer sites or HCL satellite locations as needed for implementations and product reviews.
• May require flexibility outside standard business hours to support customer go‑lives, release windows, and urgent customer issues.
• Extended periods of sitting and computer use.

Summary

Customer Support & Issue Management

• Serve as the primary point of contact for customer support inquiries, owning issues from intake through resolution and escalating complex problems to the Senior Product Specialist.
• Maintain and manage the customer issue tracker, ensuring all support requests are logged, categorized, prioritized, and resolved or escalated within established response time expectations.
• Track and report on support volume, resolution times, issue categories, and customer satisfaction trends, providing visibility to the product team on where the product is succeeding and where it’s falling short.

Customer Implementation & Configuration

• Participate in requirements gathering sessions with new customers alongside the Senior Product Specialist, documenting workflows, constraints, and configuration decisions.
• Perform standard system configuration and account setup for new customer deployments, following established playbooks and templates.
• Produce and maintain customer‑specific configuration documentation that supports go‑live, ongoing support, and future changes.
• Support the implementation team on installation activities — including hardware staging, network coordination, and on‑site or remote cutover assistance — under the direction of the Senior Product Specialist.

Product Development Support

• Contribute to the development of user stories and acceptance criteria by providing customer context, reproduction steps, and field observations — working with the Senior Product Specialist to refine and finalize.
• Execute quality assurance test plans on bug fixes and new features prior to release, following regression procedures defined by the Senior Product Specialist and flagging issues for review.
• Triage and document suspected product defects from both QA testing and customer‑reported issues, providing the development team with clear reproduction steps and contextual information to support efficient resolution.

Customer Enablement & Documentation

• Author and maintain end‑user documentation, quick reference guides, and operational SOPs that reduce dependence on direct support.
• Use insights from support interactions to identify gaps in customer training or documentation, recommending updates that address common user confusion or workflow errors.