Product Support Specialist

7 days ago

Canton, United States Diebold Nixdorf, Incorporated Full time

**Product Support Specialist**

3202 **Job Description**

**Position Overview:**

Ensures technical support and service technicians and professional service have the detailed product understanding necessary to deliver high levels of product-specific support for DN customers. Provides guidance on current processes and products, directing process improvements and ensuring consistent delivery of quality solutions for customers. Works with R&D and product development, ensuring that service requirements inform product design, enhancement or new development.

**Key Responsibilities:**

Provides Product Support for an assigned technician group, customers or set of products / services.

Analyzes technical issues and configuration topics, evaluating trace and log files and determining reproduction steps.

Reports problems to R&D and drives and monitors resolution process and communicates back to customers.

Analyzes product and service benchmarks (i.e. failure rates, repeat calls, time-to-repair, parts usage, etc.).

Troubleshoots difficult problems (e.g., with customer configuration, company software or other integration points).

Manages assigned cases and task queues by following the proper case management protocols, prioritizing urgent requests and updating cases on a regular basis.

Escalates complex issues to more senior Product Support team members and/or management.

Enables automation by providing domain knowledge to IoT applications.

Provides knowledge to product, solution support specialists of PS and Service globally (e.g. service bulletins, Train-the-Trainer input).

Contribute on Service readiness procedures during product development process

**Required Qualifications:** BA/BS degree and 2-4 years relevant experience OR equivalent combination of education and experience. **Requisition Employer Description**

*Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.*

*Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.*

*** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes***

*We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found*

Experience Level Mid-Senior Level Associate Primary Location North Canton, Ohio, United States

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