Product Technical Support Specialist - Carrollton, TX or Watertown WI/REMOTECity/State Carrollton, TX or Watertown, WILocation US/Carrollton, TX or Watertown, WIDepartment Service - Products/Technical SupportApply Now (https://lde.tbe.taleo.net/lde02/ats/careers/v2/applyRequisition?org=GGS&cws=74&rid=9590) As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business. Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience. We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business. ROLE PURPOSE The Product Technical Support Specialist is a subject matter expert on the functionality, operations, and data analysis, provided in our teller automation products. Successful candidate in this multifaceted role will use the product, data, and industry expertise to assist frontline service and support teams. This position requires a strong analytical approach to problem solving, an understanding of engineering principles, and mechanical and electro-mechanical interactions. The successful candidate must possess strong communication skills and be able to deliver technical training sessions, directly interact with customers, Sales, and manufacturing alike in support of service operation improvements. MAIN RESPONSIBILITIES
Product Technical Support Specialist is a member of the 2nd tier product specialist team, which provides technical expertise to the frontline service delivery teams.
Respond quickly and effectively to request for assistance from frontline teams and supporting service operations.
Develop and conduct programs to train frontline service teams in the installation, programming, safety, maintenance, and repair of equipment, products, and systems.
Maintain a high level of knowledge on the products, data, and markets supported.
Take ownership of escalated issues and manage product/service outages.
Analyze various reports to look for opportunities to improve client experience and drive customer satisfaction improvements.
Collaborate with central & regional Service leadership to develop solutions, establish standards, and drive best practices to deliver improvements in service delivery, product quality.
Other responsibilities and projects as assigned.
The hours for this position will be 2nd shift
REQUIRED EDUCATION AND QUALIFICATIONS
Associates degree in electronics or equivalent military experience
Three to five years related experience and/or training; or equivalent combination of education and experience.
REQUIRED SKILLS AND COMPETENCIES
Associates degree in electronics or equivalent military experience
Three to five years related experience and/or training; or equivalent combination of education and experience.
Proven ability to troubleshoot complex systems and utilize available resources to resolve in a timely manner.
Excellent oral and written communication skills. Experience as a technical instructor is a plus.
Excellent multi-tasking and organizational skills are required to manage outstanding issues until resolution.
Strong PC, network, and applications skills.
Relationship building and presentations skills with customers, team members and cross functional leadership.
Ability to travel up to 50%.
Certification or technical expertise in one or more areas beneficial:
Project Management (PMP, ITIL, etc.)
Lean skills
Networking
Virtualization
Pay Range: $62,000 - $80,000, Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.
GLORY SPIRITS
The Glory Spirits & Behaviors reflect the values and behaviors that are critical to the ongoing success of Glory and as such represent the foundations of our behavior globally to lead us to realize our mission:
Value Creation - strive to create value for customers
Self-Starter - understand the objectives of your own work and are proactive in achieving goals
Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal
Integrity - understand Glory’s mission and act with responsibility and pride to realize achievement and act and behave with high integrity and a strong sense of ethics
Own Growth -leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.
Glory is proud to share that our benefit package ranks in the top 25% across the country!
Benefits:
401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution
Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
MDLive – 24/7 Virtual Doctor plus a Nurse Line
Dental insurance
Vision insurance
FSA / Dependent Care
Voluntary Life Insurance
Basic Life insurance and AD&D – Company paid
Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid
Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service
Paid Sick days based on City/State requirements
Paid Holidays – 9 to 11 days based on start date
Professional development assistance
Education assistance
Adoption Assistance
Legal and ID Theft plans
Annual Bonus opportunity
Opportunities for internal promotions/career advancement
Company Vehicle/Insurance – this benefits only applies to certain positions
Resumes can be sent to HR15@us.glory-global.com
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer
It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted. Glory endeavors to be accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (800) 227-2646.
Third Party Agencies
Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.
Physical Demands And Work Environment
Work is performed in a standard office environment. The noise level in the work environment is usually quiet. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, feel, talk, or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to walk. The ability to read, complete simple math calculations, and withstand moderate amounts of stress are important in achieving job objectives.
An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer
It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by state or local law at the Glory Global Solutions, Inc. location to which this application is submitted. In addition, as a Federal Government contractor, all Glory Global Solutions, Inc. locations are affirmative action employers.
EEO Information http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf