Advanced Product Support Specialist

Expect more. Connect more. Be more at Diebold Nixdorf.  Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role. 

An Advanced Product Support Specialist 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 respective product domain. Has detailed and comprehensive product expertise, with a focus on failure modes, troubleshooting as well as serviceability and maintenance processes. Creates and maintains service-relevant knowledge artifacts such as Product Trainings, Newsletters, Bulletins and entries to the Product Known Error Data Base (KEDB). 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.

• Provides Product Support across multiple and complex products / services.
• Provides high level services to customers who have recently onboarded with the company's products or services.
• Orchestrates conversations with customers, vendors and other support personnel.
• Troubleshoots difficult, business critical problems that occur with complex customer configuration, company software platforms or other vendor integration points.
• Identifies bugs, design weaknesses within company products / platforms / applications, communicates them in an organized, detailed and effective manner and contribute to improve / fix them in collaboration with R&D.
• Represents product support to senior management level in escalations.
• Contributes to improved Product Support metrics reporting, evaluation and documentation.
• Enables automation by providing domain knowledge and further developing capabilities of IoT applications.
• Contributes to the development, implementation and rollout of knowledge management best practices/approaches ( For Example,Train-the-Trainer concept, Webinar).
• Contribute to design new and maintains existing service processes and corresponding IT Infrastructure to sustainable increase economics of Company services.
• Contribute on Service readiness procedures during product development process.

Required Qualifications

• Diploma or equivalent work experience required.
• Minimum of 6-8 years of relevant experience or equivalent combination of education and experience in ATM Product Support.
• Ability to understand proprietary customer software 
• Good business English skills (Written and spoken).
• Must be willing to be on site in San Leandro, CA

Salary Range: $85,000 to $100,000. Actual compensation for this role will depend on several factors including your qualifications, skills, competencies, geographic location, internal equity, and relevant experience. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the plan and/or program, whereby an award, if any, may depend on various factors, including, without limitation, individual and organizational performance.

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Why should you join Diebold Nixdorf?

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**

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