Product Analyst Job Description
This is a critical role that requires an experienced and qualified Product Analyst to join our team at Gallagher in Epping VIC.
Purpose of Position:
To serve as a thought leader for technical processes, developing systems prototypes that promote increased efficiency and productivity on multiple levels. To drive awareness of requirements across business units and identify substandard systems processes through evaluation of real-time data. To provide world-class customer support to all resellers and end-user customers, maintaining enduring customer relationships.
Key responsibilities include collaborating with users to enhance websites, applications, and systems by defining business needs and documenting requirements. Analyzing and improving business processes, workflows, and system performance. Applying project management principles to support project execution, resource allocation, and planning.
Key Accountabilities:
* Supporting and giving feedback on manufacturing and design activities for products in development.
* Consulting market research materials and sales data to ensure that products are viable and competitive.
* Testing product features and performance in the market.
Customer Support:
* Providing customers with timely 'on-demand' support with all general technical enquiries in line with support response times.
* Ensuring that calls/emails to the Customer Support team are dealt with effectively and in a timely manner.
Technical Support:
* Providing timely Inbound/Outbound repair and support product flow within designated service levels in line with all repairs processing times.
* Analyzing, fault-finding, and repairing products within specified guidelines and documented service level requirements.
* Conducting required outbound testing on all products before returning to customers to ensure zero return on all repaired products.
Continuous Improvement:
* FOLLOWING ESTABLISHED SYSTEMS, MAKING RELEVANT CONTRIBUTION RECOMMENDATIONS ON HOW WE CAN INTRODUCE MORE EFFECTIVE SYSTEMS TO IMPROVE PROCESSES.
Relationship Building:
* Providing support to other team members as and when required.
* Participating in the implementation and achievement of team objectives and action plans.
* Actively participating in team meetings.
Technology:
* Maintaining updated and accurate contact records within the Gallagher (SAP) CRM.
* Recording all interactions with customers in the CRM system to enable a well-rounded customer experience the next time the customer calls.
Solution Design and Implementation:
* Translating customer requirements into clear specifications and feedback for development teams.
Effective Documentation and Training:
* Comprehensive documentation and training materials that ensure smooth adoption and use of systems and solutions.
Informed Decision-Making:
* Data-driven insights that guide business decisions, supported by effective communication and analytical findings.
Organisational Competencies:
Customer Inspired:
Our customers are the focus of all our decisions and actions. Our goal is to provide them with the best products, service, and profitability.
Relentless Innovation:
We strive for excellence through continuous improvement. We constantly explore ways to ensure our long-term competitive advantage with the lowest cost structure.
Outstanding Quality:
To achieve customer satisfaction - quality, fit for purpose, innovative products and services are our committed priority. We make hard decisions in the best interests of the Company and its stakeholders in line with The Gallagher Way.
Enduring Partnerships:
Integrity is never compromised. All of our conduct must be personally and socially responsible. We treat each other with trust and respect. Staff empowerment, responsibility, and progression are core to our success.
Open Communication:
We treat each other with trust, respect, and have transparent communication freely circulated to all staff concerned. Staff empowerment, responsibility, and progression are central to our success.
Health and Safety:
Employees are expected to willingly co-operate in the objectives of making Gallagher a healthy and safe environment to work in. Therefore, employees are required to observe and practice safe work methods and report any near misses, accidents, or hazards immediately.
Person Specifications:
Qualifications Required:
* Electronic and/or electro-mechanical disciplines.
* Degree in Business analyst or relevant discipline.
Experience Required:
* Experience with hardware repairs with software integration.
* Demonstrated technical support experience, by phone and in person.
Knowledge/Skills/Abilities Required:
* Ability to problem-solve to root-cause by thinking logically, calmly, and promptly.
* Ability to communicate professionally via telephone and email.
* Excellent knowledge of computers, operating systems, and applications.
* Excellent computer skills (e.g., typing).
* Ability to work well in a team.
* Ability to work and communicate with all levels of the organisation (verbal and written).
* Ability to write technical documentation (e.g., technical app notes or service notes).
* Demonstrated empathy for farm efficiency.
* Demonstrated excellent customer relationship skills.
* Excellent organisational skills.
* Working collaboratively as part of a team.
* A practical & can-do attitude.
Key Success Factors for this Role:
* Keeping our customers, internal and external, as the focus of all decisions and actions.
* Always looking for opportunities to do things better, smarter, and faster.
* Delivering high-quality work.
* Developing close working relationships with Managers, Project Managers, and Team Leaders within the business unit and relevant people from other departments.
* Communicating in an open and transparent manner.
* Treating everyone equally with trust and respect.
* Taking responsibility for actions and decisions.
* Motivated. Commits self to work hard towards goals. Shows enthusiasm and career commitment Conceptual Thinker. Ability to understand how systems and ideas link together logically and consistently; and to quickly apply that knowledge to new or related situations.
* Making decisions in the best interest of the company, its stakeholders, in line with the Gallagher values.