Professional Services Senior Software Support (m/w)

 StepStone ·  27.05.2018 ·  Neu-Isenburg ·  Glory Global Solutions

Jobs on StepStone.de 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. Professional Services Senior Software Support (m/w) MAIN RESPONSIBILITIES Support sales by providing technical information, product information, and technical assistance on SW products as well as customer demonstrations on the full range of GGS software solutions Design and recommend potential technical solutions using GGS and 3rd party SW that will deliver clearly defined operational benefits to customers Design and deliver training courses on GGS and 3rd party SW products to customers & local in-country support Assess Help Desk and Field Service Engineering staff under an industry recognised accreditation scheme Provide technical assistance on the resolution of faults to customers and L2 by interfacing with L4 Maintain the technical library of GGS SW solutions to ensure this is kept up to date with the latest technical information for GGS in-country support teams Provide Level 3 technical assistance on all GGS software solutions rovide a technical escalation path to the manufacturer for technical faults received from the in-country solutions teams or the GGS Helpdesk Provide Software Support to GGS customers with our CashInsight client server software solution Deploy software images as well as install and set up CashInsight Assure, CashInsight Assure HA, CIA Connect, CashInsight Bridge and select 3rd party SW environments Design and produce diagnostic scripts for the L2 Help Desk as well as the Field Service Engineers to help reduce the time spent onsite when fixing a GGS products Interface with the GGS engineering & solution groups with technical escalations and to gain technical information which can be distributed to the Field Service & Helpdesk departments Attend fault calls onsite for resolution where escalations have been made due to persistent or recurring faults on equipment Creating service support plans and product introduction plans including costing, service methodologies, installation plans, and parts requirements to service and maintain new and existing products Identify performance improvement opportunities within in-country SW solution teams using an accreditation process Testing of new products and guidance on when they are available for sales team to promote / sell Manage the interface with central L3/L4 support and development to ensure seamless responses to customer escalations Validate, aggregate, amend and/or correct SW PERs, submit them to engineering and follow them through until completion or rejection The list of responsibilities is not all-inclusive and is subject to change in consultation with the job holder. REQUIRED EDUCATION AND QUALIFICATIONS Education Level: *Degree qualified in software or electro/mechanical related field Qualifications: Experience of supporting electro-mechanical hardware and software in a support environment Wide Area and Local Area Network experience Knowledge of Windows systems is essential Database expertise (MS SQL in particular) Working knowledge of .Net and Java is highly desirable Expertise in Windows Server and Apache Tomcat are a must Experience with software integration projects in order to be able to support 3rd parties' integration efforts Experience in writing and preparing training material and implementing training plans to roll out appropriate courses Project management experience is a plus REQUIRED SKILLS AND COMPETENCIES Good understanding of virtualisation concepts and ability to install and support thin client environments Ability to guide EPOS suppliers through Glory SDKs Strong customer-service orientation with proven ability to communicate at all levels Analytical and problem-solving abilities, with excellent attention to detail. Methodical and organised in their approach to work Tenacity when faced with difficult problems Ability to quickly understand instructions and use own initiative Ability to recognise and act on essential priorities Good written and verbal communication skills in English Ability to speak French, German or Spanish would be an advantage Recognises and gathers important data and puts this into a context that all interested parties can understand Good interpersonal and communication skills Process orientated Good decision-making skills Team Player Identifies new trends and developments within their field and keeps this knowledge up-to-date Learns from others about matters within their own field of specialty and applies them Shares knowledge, ideas and views with others Glory Global Solutions Hazel Tucker Thomas-Edison-Platz 1, 63263, Neu-Isenburg, Germany




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