Senior Product Support Specialist
Share
Job Location:
North Canton, OH - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Department:
Job Summary
Provides engineering-level technical support (ITIL) to services and professional services for products in the maintenance service lifecycle. Is the centerpoint for Problem Management within the BankLock product domain. Has detailed and comprehensive product expertise with a focus on failure modes troubleshooting as well as serviceability and maintenance processes for Time Locks SD Box Locks and Locksmithing components relevant to DN Service Expectations. Provides guidance on maintenance service processes and other product services directing process improvements and ensuring consistent delivery of quality. Works with all stakeholders including R&D Quality Manufacturing Field Services Managed Services SW PS and Product Management on Problem Resolution and continuous Product Improvement. Supports specification and testing of serviceability requirements for product enhancements and new product introductions. Works closely with parts planners material handlers training and all other critical departments to drive the overall success and growth of the Banklock Department.
Responsibilities
- Provides Product Support for key Physical Security products to internal and external customers.
- Engages with customers vendors R&D and other support personnel to ensure an integrated and efficient response to customer concerns.
- Engages with cross-functional teams to understand current process and material flow and look for improvement opportunities.
- Troubleshoots difficult business critical problems with customer configuration or other vendor integration points.
- Identifies design weaknesses within company products / platforms / applications and communicates them in an organized detailed and effective manner.
- Represents product support to senior management level in escalations.
- Provides knowledge to product solution support specialists of PS and Service globally.
- Contributes to the development implementation and rollout of knowledge management best practices/approaches ( For Example Train-the-Trainer concept Webinar).
- Contribute on Service readiness procedures during product development process.
Qualifications
Required Qualifications
- Diploma or equivalent work experience required.
- Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Product Support.
- Minimum of 4-6 years of experience in Time Locks SD Box repair Locksmithing and other Physical Security specific products.
- Strong understanding of Field Services delivery expectations SLAs parts attainment and technical support.
- Understanding of critical compliance and governance policies specific to Management and controls of confidential customer information (Keys Combinations etc.)
- Self-starter / Self-Motivated
- Good business English skills (Written and spoken).
#LI-TD2
Required Experience:
Senior IC
Key Skills
- Sales Experience
- Marketing
- Customer Service
- Communication skills
- Military Experience
- Retail Sales
- Product Demos
- Customer Support
- Product Management
- Product Development
- Unity
- Microscopy
About Company
Why should you join Diebold Nixdorf? Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure c ... View more
