Hardware Product Support Specialist (Diebold Hardware Experience Mandatory)

Human Resources Department - NRT Technology Corp.•Toronto, ON

5d•Onsite

About The Position

Reporting to the Manager, Customer Support Center, the Technical Support Representative’s primary mandate is to resolve client issues effectively and in a timely manner, leveraging hands-on experience with Hardware Product Specialist. The company’s solutions are mission-critical to the operations of a highly demanding clientele. As the front-line service point, the Hardware Product Specialist is expected to: Define and prioritize product requirements based on customer feedback, market research, and industry trends. Manage product development lifecycle, including design, prototyping, testing and manufacturing of new hardware products. Plan and prioritize product feature backlog and development for the product. Collaborate with cross-functional teams such as development, marketing, and sales to ensure successful product launches. Create and maintain product roadmaps, release plans, and project schedules. Provide backlog management, iteration planning, and elaboration of the user stories. Research and analyze the market, the users, and the roadmap for the product. Communicate with stakeholders and manage customer expectations. On occasion, the candidate will be asked to travel within the U.S., Canada, and potentially other regions to conduct one-on-one or small group training sessions. Candidate will be expected to receive training on other legacy hardware products to expand their overall support capabilities. All other tasks assigned as needed for support purposes, such as input details for support related document. The role will include training CSC, other Hardware Specialist and other team members as needed to support operations. All travel, lodging, and related amenities will be covered by NRT.

Requirements

Post-secondary education in Information Technology or a related field / experience
Proven experience supporting Diebold hardware in a technical support or call center environment
Hands-on knowledge of Diebold DN Series 100 hardware and other DN series components, with the ability to troubleshoot and resolve issues (e.g., card readers, cash dispensers, printers, sensors)
Experience supporting Windows-based PC/server environments, including the hardware and software integrated with Diebold systems
Familiarity with ticketing systems, reporting, analytics, and business intelligence.
Understanding of Service Level Agreements (SLAs) and commitment to meeting client expectations
Ability to work independently and collaboratively in a fast-paced environment
Experience/willingness to work on a shift rotation
Travel will be required but will vary depending business needs

Nice To Haves

IT or networking certifications and/or training (e.g., MCP, MCSE) preferred
A + Certification will be highly considered but not a pre-requisite
Familiarity with ATM security standards is an asset

Responsibilities

Define and prioritize product requirements based on customer feedback, market research, and industry trends.
Manage product development lifecycle, including design, prototyping, testing and manufacturing of new hardware products.
Plan and prioritize product feature backlog and development for the product.
Collaborate with cross-functional teams such as development, marketing, and sales to ensure successful product launches.
Create and maintain product roadmaps, release plans, and project schedules.
Provide backlog management, iteration planning, and elaboration of the user stories.
Research and analyze the market, the users, and the roadmap for the product.
Communicate with stakeholders and manage customer expectations.
Conduct one-on-one or small group training sessions during travel.
Receive training on other legacy hardware products to expand overall support capabilities.
Input details for support related documents.
Train CSC, other Hardware Specialists, and other team members as needed to support operations.