Experience: 8+ Years.

Location: Hyderabad / On-site.

Company: Caliber Technologies.

Role Summary:

- We are seeking a senior Product Consultant / 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.

Technical & Validation Responsibilities:

- Execute and review documentation and validation scripts in compliance with GxP requirements.

- Support application installation, configuration, and database backup/maintenance planning.

- Ensure adherence to validation processes and documentation standards.

- Collaborate in internal product validation and release readiness activities.

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.

- 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.