Wi-Tronix - Bolingbrook, IL
posted 3 months ago
The Product Analyst at Wi-Tronix, LLC is a hybrid position based in Bolingbrook, Illinois, requiring in-office work from Tuesday to Thursday, with the flexibility to work remotely on Mondays and Fridays. This role is pivotal in liaising with the Product team to ensure that the product offerings align with the needs of targeted market segments and demographics. The analyst will utilize data analysis to enhance product features and improve user satisfaction, ultimately driving higher adoption rates. Key activities include software release management, advanced installation validation support, customer onboarding technical assistance, and field performance monitoring against key performance indicators (KPIs). The analyst will also be responsible for investigating and resolving technical issues related to the products, ensuring that the right data is sourced to inform decision-making processes aimed at product improvement. The role encompasses several core responsibilities, including Product Monitoring and Technical Product Troubleshooting, where the analyst will act as the lead technical resource for investigating complex product issues. This involves collaborating with the tech support team to categorize issues, identify root causes, and support escalations as necessary. The analyst will also proactively monitor both live and historical data generated from the product, summarizing trends against service level objectives (SLOs) and service level agreements (SLAs) to report observations to the Customer Success Manager and Product Manager/Product Owner. In addition to troubleshooting, the Product Analyst will support product deployment efforts, including new installations and product validation for pilots. This includes managing the software release process, ensuring thorough validation in customer or supplier labs, and conducting field testing of new software changes. Cross-department collaboration is also a key aspect of the role, where the analyst will document and train others on new product features, assist in product launches, and provide onboarding support for customers and team members. The analyst will engage in product data analysis and recommendations, generating dashboards to track usage adoption of new features and evaluating the impact of experiments on product adoption. This includes consolidating customer feedback and net promoter scores (NPS) to inform future product offerings and expansion opportunities. Finally, the analyst will champion product and process improvements, recommending macro-level enhancements and defining tools and processes to drive team efficiency.