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 co