Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash. We enhance staff efficiency, reduce operating costs and enable a more rewarding customer experience.
We offer peace of mind. We enable transformation. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping our customers enhance the value that their staff and facilities add to their business.
Technical Support Medewerker - Hotline
ROLE PROFILE/SUMMARY OF REQUIREMENTS
As the subject matter expert for functionality, operations, and data analysis you will provide a first-class customer approach to ensure fault finding/resolution is provided; this is a multifaceted role requiring strong product knowledge/familiarisation, data trends/analytics as well as industry expertise to provide frontline service and support teams with a level of support that exceeds expectations. This position will spend the first 12 months in the field supporting roll out projects, after this they will have a predominantly desk-based role supporting engineers remotely.
Provides exceptional support services to business customers; discusses technical issues in a way our customers understand and bridges the gap between user and product.
Delivers effective technical Support to Field Engineers as it relates to products in the field; telephone and field support
Acts as a consultant to improve process and approach.
Utilises internal tracking tools to manage issues between customers, support and Engineering.
Regularly conducts analysis of problems/solutions for all products; defines changes and modifications.
Performs tests and distribution for new software releases for all products/ customers (incl. installation and configuration description)
Conducts test and release of new hardware components together with the development team (homologation) for ATM's
New PC, new Graphic Card, Screens, Hard Disks, new NMD
Preparation and realisation of training courses and workshops for Service Engineers for all products
Definition and creation of technical documentation for internal and external customers
Technical Manuals, Technical Notes for Field Engineers, configuration of all TCRs, Product Descriptions, Installation Manuals, User Manuals
Support for product improvements; internal or customer requirements
Provides associated technical Support for projects
Is liaison with L3 Support for solving problems
REQUIRED EDUCATION AND QUALIFICATIONS
Vocational technical qualification
KNOWLEDGE, SKILLS AND COMPETENCIES
Excellent interpersonal, verbal and written communication skills; adapts style to suit audience
Excellent problem solving skills
Client focused approach to work; excellent customer service skills
A flexible attitude with respect to work assignments and new learning
Ability to manage multiple and varied tasks with enthusiasm; can prioritise workload and pays attention to detail
Values the importance of teamwork.
Understanding of engineering principles and mechanical/electro-mechanical interactions
Proven ability to troubleshoot complex systems and utilise available resources to resolve in a timely manner; Strong analytical approach to fault finding/problem solving
Excellent multi-tasking and organisational skills
Strong PC, network and applications skills
Relationship building and presentations skills with customers, team members and cross-functional leadership
Ability to travel is essential to perform effectively in this role
A varied technical role in a dynamic and international company.