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.
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
Competency
Description
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.
