Product Support Specialist

Description

Job Purpose:

This role you will play a critical role in in owning product support workflows and influencing cross- functional execution across product development, manufacturing, and supply chain. This is a strategic, hands-on position that requires independent judgment, visibility across departments, and the ability to resolve operational challenges that impact product readiness, quality, and scalability.

Key Responsibilities:

• Own day-to-day product support execution for assigned WLK and bulk material initiatives, ensuring work streams move forward with quality, speed, and alignment across stakeholders.
• An educator mindset. Evaluate product through the lens of classroom usability, clarity of instructions, and student experience.
• Familiarity with K-12 math curriculum and classroom implementation: prior experience teaching math is a plus.
• Lead sample evaluation and product matching workflows for new and existing items, including coordinating testing, documenting outcomes, and recommending next steps to product management.
• Serve as the primary steward of bill of materials and packing list accuracy , establishing documentation standards and making independent decisions to ensure compliance, usability, and operational readiness across internal systems and partners.
• Lead cross-functional Collaboration with Manufacturing , making judgment-based decisions to resolve specification discrepancies, close documentation gaps, and ensure execution readiness of all bulk items and instructions.
• Own substitute evaluation and compatibility validation in partnership with Global Supply Chain, including defining testing requirements, verifying use-case fit, documenting approvals/constraints, and supporting WLK partner implementation.
• Manage documentation and change coordination for product enhancements and continuous improvement efforts such as: capturing requirements, updating records, and ensuring changes are communicated and adopted by impacted teams.
• Monitor timelines and dependencies across product development; independently assess risk, determine mitigation strategies, and escalate only when material impact or cross-functional conflict arises.
• Provide cross-departmental support as a point of coordination to ensure timely execution, facilitating handoffs, clarifying ownership, and keeping work moving through ambiguity.
• Contribute to broader team priorities by supporting initiatives that improve product quality, operational consistency, and scalability across the White Label Kitting (WLK) program.
• Make independent recommendations that impact operational timelines, product readiness, and partner implementation; serve as a key decision-maker within the defined scope of product support and continuous improvement

Qualifications

Required Education:

• Associate or Bachelor's degree in a relevant field, or equivalent related experience.

Required Experience:

• 1-3 years of relevant experience in product support, operations, or a manufacturing setting preferred

• Familiarity with K-12 math curriculum and classroom implementation; prior experience teaching math is a plus.

• Prior experience in a warehouse, lab, or production environment is a strong plus.

• Advanced Excel skills required; Power BI proficiency is a plus.

• Familiarity with Microsoft Office Suite and collaboration tools such as Teams or SharePoint.

WORK ENVIRONMENT

• This position is based 60-100% onsite at our headquarters in Batavia, Illinois, and operates across both office and warehouse-adjacent environments.
• The primary workspace is a shared office with regular activity, including team collaboration, discussions, and ambient noise from nearby operations and shared equipment.
• The role requires regular computer and phone use and ongoing communication and coordination with internal teams.
• Comfort working in an active, team-oriented environment is essential. When remote work is approved, employees are expected to maintain consistent responsiveness, communication, and collaboration, including timely replies, meeting participation, and availability during normal business hours.
• As an exempt, salaried position, work hours may vary based on business needs.
• Occasional extended hours or weekend availability may be required to meet deadlines, support critical initiatives, or ensure timely cross-functional execution.

PHYSICAL REQUIREMENTS

This role requires the ability to sit for extended periods while performing tasks such as meetings, phone calls, and computer work. It also involves frequent use of communication tools including email, messaging platforms, and video conferencing.

Occasional lifting of up to 20 pounds may be required.

The individual must be able to access and navigate all areas of the facility, including office and warehouse spaces, to support day-to-day responsibilities.

How We Work: The Flinn Formula

Success at Flinn isn't just about what you achieve, but how you achieve it.

Our cultural framework, the Flinn Formula, defines the behaviors that fuel our transformation:

• Solution-Oriented:
  You don't just flag problems — you propose paths forward.
• Curious:
  You ask "why" and "what if," pushing for smarter ways to work.
• Customer-Obsessed:
  You keep educators and students at the heart of every decision.
• Collaborative:
  You bring people together, even when perspectives differ.
• Resilient:
  You stay steady and push through challenges with urgency and grit.
• Invested:
  You own outcomes, follow through, and hold others to the same standard. These behaviors are not aspirational – they are core expectations. Consistent misalignment with the Flinn Formula is considered a performance issue.

Flinn Scientific, Inc. is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws regarding nondiscrimination and accessibility. Note: This job description outlines the general nature and key responsibilities of the role. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties and expectations may be modified to meet evolving business needs