Product Specialist

Product Consultant / Product Specialist

Experience: 8+ Years

Location: Hyderabad / On-site

Company: Caliber Technologies

About Caliber Technologies:

Caliber Technologies is a leading provider of GxP-compliant digital solutions for the pharmaceutical and life sciences industry. Our platforms support regulated environments through robust Laboratory, Quality, and Document Management solutions, helping organizations achieve compliance, efficiency, and operational excellence.

Role Summary:

We are seeking a senior Product Specialist with strong leadership and team management capabilities. This role involves end-to-end ownership of customer engagements, leadership of cross-functional teams, and hands-on involvement in product implementation, support, and validation activities. The ideal candidate will act as a bridge between customers, QA, and technical teams while ensuring delivery excellence and high customer satisfaction.

Key Responsibilities:

Product & Customer Responsibilities:

• Acknowledge and manage customer tickets raised through support channels.
• Coordinate with QA and technical teams to investigate, troubleshoot, and resolve reported issues.
• Engage customers throughout the ticket lifecycle, ensuring transparent communication and timely resolution.
• Understand customer requirements and propose compliant, effective product solutions.
• Apply, validate, and manage product patches and updates.
• Prepare closure reports, weekly status reports, and customer-facing documentation.
• Conduct online and on-site product training sessions for end users and administrators.
• Collect customer feedback and drive continuous improvement initiatives.

Leadership & Team Management:

• Lead, mentor, and manage a team of Product Consultants.
• Allocate tasks, track progress, and ensure timely delivery of assigned activities.
• Provide technical and functional guidance to team members.
• Conduct team reviews, knowledge-sharing sessions, and performance feedback.
• Act as escalation point for complex customer and project issues.
• Organize and lead CAB (Change Advisory Board) meetings and internal review discussions.

Core Skills & Competencies:

• Leadership & Team Management: Team handling, mentoring, task planning, escalation management
• Domain Expertise: Pharmaceutical projects, GxP compliance
• Products & Systems: LIMS, Caliber LIMS, Laboratory information management System
• Customer Engagement: Requirement analysis, solution proposal, training, support
• Validation Knowledge: IQ, OQ, PQ, UAT, SAT
• Technical Skills: Application installation, patching, database backup configuration
• Problem Solving: Strong analytical and troubleshooting skills
• Communication: Excellent oral and written communication skills

Qualifications:

• Bachelor's degree in Pharmacy, Life Sciences, Engineering, or a related discipline will be an added advantage.
• 8+ years of experience in pharmaceutical software implementation or support roles.
• Prior experience leading teams or acting as a functional lead.
• Instrumentation background is an added advantage.
• Willingness to travel for on-site implementations and critical customer engagements.
• Strong learning mindset with the ability to quickly adapt to evolving project needs.