Product Service Associate

Aston Carter•Cary, IL

6d•Hybrid

About The Position

The Product Support Associate serves as the primary point of contact for product quality concerns, ensuring timely and accurate resolution of issues while upholding a strong commitment to quality and customer satisfaction. In this role, you coordinate quality investigations, manage quality-related documentation and inquiries, and collaborate closely with internal teams across engineering, manufacturing, and quality to support continuous improvement and excellent customer experiences.

Requirements

At least 2 years of experience in a similar capacity, such as product support, quality support, or customer service in a technical or manufacturing environment.
Experience working in a manufacturing environment.
Hands-on experience using an ERP system for order management, data entry, or quality-related activities.
Proficiency with Microsoft Office, including email and Excel.
Strong product quality awareness and familiarity with quality-related processes.
Accurate order entry and data entry skills with strong attention to detail.

Responsibilities

Serve as the initial point of contact for product quality concerns and inquiries.
Create, process, and track Quality Assurance inquiries from initial submission through to final resolution.
Coordinate with internal departments such as engineering, manufacturing, and quality to investigate and resolve product quality issues.
Draft and deliver 8D reports based on failure analysis, root cause investigation, and corrective actions.
Coordinate customer returns, exchanges, and credits in alignment with established processes and service levels.
Assemble, review, and route contract review documentation to appropriate stakeholders.
Act as a resource for internal teams by responding to quality-related questions and providing accurate information and documentation.
Support management with quality-related tasks, reporting, and data analysis as needed.
Perform order entry and data entry tasks accurately within the ERP and documentation systems.
Manage and maintain quality and product-related documentation, ensuring completeness, accuracy, and proper organization.
Handle a high volume of requests while maintaining strong attention to detail and order accuracy.
Communicate clearly and professionally via phone and email with internal and external stakeholders.
Prioritize and manage multiple tasks and deadlines in a fast-paced, high-volume environment.
Collaborate cross-functionally with multiple teams to support continuous improvement in product quality and customer satisfaction.