[ref. z44014900] Product Analyst

Gallagher are currently looking to recruit an experienced and qualified Product Analyst to join their team in Epping VIC 3076.

Purpose of Position:

To provide world class customer support to all resellers and end user customers that maintains enduring customer relationships. Providing timely pre and post-sales support; service and repairs on all products. Provide educational advice and recommendations for use of Gallagher products and systems, resulting in maximizing benefit to customers of the Gallagher customer support package.

KEY RESPONSIBILITIES:

• 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.
• Supporting deployment and ensuring system quality through test plans and documentation.
• Preparing user manuals, conducting training, and developing functional specifications to guide system developers.

KEY ACCOUNTABILITY:

• 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 market

• Providing customers with timely ‘on demand’ support with all general technical enquiries in line with support response times.
• Ensure that calls/emails to the Customer Support team are dealt with effectively and in a timely manner. Responses should be thorough and pleasant to create enduring partnerships with all our customers.

• Provide timely Inbound / Outbound repair and support product flow within designated service levels in line with all repairs processing times.
• Analyze, fault find and repair products within specified guidelines and documented service level requirements.
• Conduct required outbound testing on all products before returning to customer to ensure zero return on all repaired products.
• Develop a strong working knowledge of all Gallagher products and maintain this with all product improvements and new product releases.

• Follow established systems, where relevant contribution recommendations on how we can introduce more effective systems to improve processes.

• Provide support to other team members as and when required
• Participate in the implementation and achievement of team objectives and action plans.
• Actively participate in team meetings
• Be prepared to share knowledge and experience to all team members both individually and at team meetings to assist the team meet overall objectives.
• Ensure that confidentiality is respected and maintained to ensure that no one person is disadvantaged and to ensure that a competitive advantage is always maintained.

• Maintain updated and accurate contact records within the Gallagher (SAP) CRM
• Record all interactions with customers in the CRM system to enable a well- rounded customer to experience the next time the customer calls.
• Keep up to date with latest feature and functions by participation in inhouse training.

• Translate customer requirements into clear specifications and feedback for development teams.

• Comprehensive documentation and training materials that ensure smooth adoption and use of systems and solutions.

• Data-driven insights that guide business decisions, supported by effective communication and analytical findings.

ORGANISATIONAL COMPETENCIES

• Our customers are the focus of all our decisions and actions. Our goal is to
• provide them with the best products, service and profitability.

• We strive for excellence through continuous improvement. We constantly explore ways to ensure our long term competitive advantage with the lowest cost structure.

• 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.

• 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.

• 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.

• 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

• Electronic and or electro-mechanical disciplines
• Degree in Business analyst or relevant discipline.

• Experience with hardware repairs with software integration
• Demonstrated technical support experience, by phone and in person

• Ability to problem solve to root-cause by thinking logically, calmly and promptly
• Ability to communicate professionally via telephone and e-mail
• 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 organizational skills
• Working collaboratively as part of a team
• A practical & can-do attitude

• 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.

Fulltime Position available

Applications open 20th December of 2024 and closes on 20th January of 2025.

If you are interested in this role APPLY now. Only shortlisted candidates will be contacted