MSA Safety

  • Issues Resolution Product Support Specialist

    Job Location(s) US-CA-Lake Forest,
    Posted Date 2 months ago(5/17/2018 10:23 AM)
    Requisition ID
    # of Openings
    Is Relocation Being Offered?
  • Overview

    We are seeking a dynamic and technical Issues Resolution Product Support Specialist in our collaborative manufacturing and engineering environment in Lake Forest, CA. In this role, you will be responsible for facilitating resolution to customer product concerns by liaising between Customers/Channel Partners and internal groups along with performing basic product systems evaluations and troubleshooting. If this sounds like an exciting opportunity, then we want to hear from you! Additional responsibilities include:


    Description of duties and responsibilities:

    • Receive and/or initiate telephone calls and emails of a routine nature from/to customers primarily for the purpose of creating or updating a Customer Quality Notification (CQN) and providing technical product support.
    • Create SAP warranty replacement orders resulting from CQNs as well as document order information within the CQN. Create and document electronic UPS return labels for product to be retrieved from customers for the purpose of evaluation.
    • Communicate with customers regarding return activity, status of the evaluations, and closure of the CQNs.
    • Evaluate Customer Quality Notification (CQN) returned product to verify customer concerns, capture key information including serial numbers and date of manufacture, and determine root cause/corrective actions. Monitor issues for trends and alert Quality Engineering when a trend is developing for further analysis.
    • Create and document Service Notifications in ERP system (SAP) for material shipping direct from a customer to an MSA service location.


    Special knowledge, skills and abilities required:

    • Solid interpersonal skills with ability to interact with various levels internal and external to the organization.
    • Excellent computer skills with experience in Microsoft Excel, Word, and PowerPoint.
    • Demonstrate success in driving execution - act independently, take initiative, and follow assignment through to completion.
    • Strong organizational skills and ability to work in a team environment.
    • Good communication skills – including written and verbal technical skills.
    • Competent in working with ERP systems.
    • Ability to maintain professionalism, diplomacy, sensitivity, and tact to portray the company in a positive manner.
    • Excellent problem-solving skills.
    • Solid analytical and technical skills.


    Education and experience required:

    This position is available at two different career levels based upon experience, education, etc.:

    • Level 1:
      • Associates degree in electronics engineering, technology or related field.
      • At least 2 years of customer service related experience.
    • Level 2:

      • Associates degree in electronics engineering, technology or related field.
      • At least 4 years of customer service related experience.



    • Bachelor’s Degree in engineering, technology or related field.
    • Experience with SAP.
    • Experience in a manufacturing environment.
    • Technical product support experience.




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