L3 Support Specialist

ROLE TITLE:
L3 Support Specialist - OEM

FUNCTION:
L3 West

REGION:
Technical Service & Support

REPORTING:
Product Support Group Manager

LOCATION:
Flexible - UK / Portugal / Spain

COMPANY OVERVIEW

As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement, and management of cash.

While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people.

We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business_.

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ROLE PURPOSE

The L3 support specialist supports Regions in their sales and support efforts with advanced technical support and expertise and act as a bridge between regions and Quality teams, partnering with Engineering teams to resolve complex technical issues that become known in our products.

In addition, they are instrumental in providing all technical information and training to the L2 Service organization.

MAIN RESPONSIBILITIES

• Provide technical support to Region L2 teams within agreed SLAs.
• Management of escalations through QA and Engineering for field issue resolution.
• Provide presales support for introduction of new new products or new markets
• Reproduce field concerns in a support test environment to enable effective root cause analysis of field escalations.
• Investigate reported issues through analysis of machine logs and traces.
• Provide onsite support for root cause and corrective action analysis (as required).
• Is responsible for software package compilation and release and release management control of service tools to field teams.
• Provides technical feedback and associated deliverables for all NPI programs.
• Performs internal testing to confirm resolution of fixed issues and verification of new product releases and manages tests in field with L2 peers.
• Partner with Technical Writers to produce product documentation.
• Produce, control and update product spare parts lists and Technical Bulletins.
• Maintains defect tracking systems and provides status reports as needed.
• Conducts software accreditation testing in conjunction with Central Banks.
• Development and delivery of technical training requirements; partnering with L&D teams to develop unique online training collateral.
• Provides training for Glory Service organization, including GGS and its partners.
• Ensures regular communication with L2 peers in Regions.
• Supports other activities as assigned to meet the needs of the business.

REQUIRED EDUCATION AND QUALIFICATIONS

Education and Experience:

• Degree level or equivalent in Electromechanical Engineering
• Previous experience as a Product Specialist (desirable)
• Train the trainer qualification (preferred)
• Computer and database literacy (essential)
• Proven technical specialist in complex electromechanics

REQUIRED SKILLS AND COMPETENCIES

• Possessing an analytical approach to solving technical problems.
• Process orientated with good decisionmaking skills.
• Strong customer service orientation; understands and interprets requirements.
• Highly selfmotivated and directed with strong attention to detail.
• Excellent communication skills, both written and oral, combined with the ability to make formal presentations to both internal and external customers; proficient in English language.
• Interacts effectively with staff at all levels within the organization to gain the respect and cooperation of resources; is politically sensitive and consumer orientated.
• Proven experience gained from working in an international team/support environment.
• Works well independently and in a teamoriented, collaborative environment
• Acts with a sense of urgency and is results oriented, marked by high personal standards and commitment.
• Able to work to deadlines independently, flexibly and with a high degree of initiative.
• Delivers effective and timely training.
• Solid software and firmware testing skills.
• Computer / database literacy (essential)
• First class technical writing skills
• Highly selfmotivated and directed; is proactive with strong attention to detail.
• Experience in using Desktop publishing tools (Adobe FrameMaker, Illustrator, etc) and Image editing software (Photoshop, Corel Draw, etc),
• Can travel domestically as well as internationally (when needed) to support business needs.
• Able to work as part of a distributed virtual team across

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