Senior Product Support Specialist

Diebold Nixdorf • North Canton, OH

8d

About The Position

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.

Requirements

• 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, SLA’s, 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).

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED