Product Support Specialist - West Region

Product Support Specialist - West Region

Department: Service - Products/Technical Support

Employment Type: Permanent - Full Time

Location: United States/Remote

Reporting To: Vice President, West Service Region

Description

GLOBAL LEADERS IN CUSTOMER EXPERIENCE AUTOMATIONWith a culture rooted in innovation, Glory's team transforms our customers' businesses every day. Our automation solutions empower retailers, restaurants, and financial institutions to save time, reduce costs, and deliver unparalleled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years and a global leader for more than a decade. This reputation is built on our pioneering software and hardware, combined with our dynamic team. Alongside our technology, it's our people who drive our success. WHY JOIN USHere at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritize the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation. GLORY OFFERS:

• 401k plan with company nonelective contribution and employer match 
• Paid Parental Leave, Comprehensive Benefit Package including tuition and adoption assistance, Bonus Opportunities, & Career Advancement

ROLE PURPOSE
The Product Support Specialist (PSS) will report to the Regional Service Vice President (RSVP). They will also work closely with the District Service Managers (DSM) to ensure Customer Service Technician (CST) development plans are executed promptly, leading to a well-trained workforce. The PSS is pivotal assisting the RSVP in driving all major KPIs, such as parts cost, reducing outliers, up time, FTF, return calls, and productivity. 
The PSS is responsible for next level support for our CSTs and customers.  The PSS will assume ownership of projects and escalations assigned by the RSVP until they are completed or reassigned to the next level of support.  Communicating the status and results of these projects to key stakeholders is a crucial part of this role.  The PSS is responsible for documenting technical findings, including resolution. In doing so, the PSS must communicate the issue and resolution in manner that CSTs can leverage lessons learned and minimize the severity of the issue going forward.
The PSS will be responsible for conducting ride alongs with CSTs to audit installations and service calls to verify and reinforce processes and compliance with established checklists.  They will be responsible for teaching proper use of checklists and call handling to CSTs.  They will also be responsible for evaluating the CST’s overall technical performance and providing feedback to the CST’s manager. The PSS will be required to perform Ride Along audits both in person and virtually though videoconference and other available technologies. Up to 80% of ride alongs may be performed remotely.

The ideal candidate will live or be willing to relocate to Los Angeles CA, Las Vegas NV, Seattle WA, Portland OR, San Francisco CA or anywhere in West Region (willing to travel and within 2 hours of an airport).

PAY RANGE:·         $28-35 an hour ·         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.

Main Responsibilities

MAIN RESPONSIBILITIES
•    Tech Support: Work with CSTs to be the next level of support in the field. If needed, the PSS will go to the customer site to help the CST resolve an issue. They will work with the CST to summarize the resolution.

•    Escalation Support: The PSS serves in the escalation path and has responsibility to resolve issues being experienced by the CST or escalate further to DSM and RSVP.  The PSS must work closely with Tech Support and/or Software Support to serve as their eyes and ears with difficult situations.  In addition, they are responsible for updating the escalation Website and attending weekly Escalation meetings via telephone.

•    Training and Development: Conduct Ride Alongs with CSTs to help them develop their skills, set up training on component level work to improve troubleshooting skills and document new processes to help CSTs better understand new technical information. Up to 80% of training and development activities will be delivered remotely via videoconferencing and other available technologies. The PSS will help to improve Spare Parts efficiencies by working with CSTs to help them understand inventory control best practices. The PSS will also deliver training that teaches technicians to repair targeted modules vs. replacing. In addition, the PSS will provide the DSM with feedback on the CSTs to help improve performance.

•    Sales and Project Support: The PSS is a key figure in all pilot and project support. They are responsible for ensuring customer support throughout the pilot process. The PSS provides recommendations to the RSVP, Sales and Deployment Services regarding how best to install and utilize our machines, ensuring optimal customer satisfaction. As the first line of escalation for technical issues facing the CST, the PSS communicates with Tech Support and/or Software Support to ensure issue resolution.

•    Software Support: Work with Software Support to provide assistance to the customer and our CSTs.  The PSS is responsible for being up to date on the latest software, as well as communicating and educating CSTs.  The PSS will interface with the customer’s IT function regarding future installs to ensure a seamless implementation. 

•    Management Support: The PSS is key to regional performance. They serve in a support role to the RSVPs and DSMs to drive business success.  By assisting with sales support and driving key performance measures; they must understand and help drive the RSVP’s regional goals.  

•    Adhere to safety guidelines and policies, complete required EHS training, timely reporting of any job site accidents (for an injury or property damage).

Skills, Knowledge and Expertise

REQUIRED EDUCATION AND QUALIFICATIONS
Education Level:
•    Associate Degree or Technical School certificate preferred; Minimum 5+ years related experience
•    Minimum of three years of solid background/experience working with field service teams, preferably in electro-mechanical equipment services

Qualifications:   
•    Ability and willingness to travel, (overnight) throughout assigned territory when required up to 50% (approximately 12 days per month)
•    Strong PC and software skills
•    Advanced troubleshooting/analytical skills
•    Advanced training and teaching skills; in person and delivered remotely 
•    Must have a valid driver’s license

REQUIRED SKILLS AND COMPETENCIES
•    Good verbal and written communication skills across all levels, functions and regions
•    Strong organization skills
•    Strong interpersonal skills
•    A customer-oriented mind set and active commitment to teaching and development.  
•    Ability to search for the most effective and efficient methods of operation, including process improvement.
•    Personal ownership and accountability to service delivery and business results.
•    Strong documentations skills and ability to share best practices

Benefits

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

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 EmployerIt 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. 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 StatementThe employee must regularly lift and /or move up to 50 pounds without assistance.  Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit; use hands and finger, handle, or feel; reach with hands and arms, and talk or hear. The employee is required to stand; walk and stoop, kneel, squat, sit, and twist.  The ability to read, complete simple math calculations, and withstand moderate amounts of stress are important in achieving job objectives. Apply