Pre Sales and Solution Specialist FI

ROLE

TITLE:

Pre-Sales and Solutions Specialist

FUNCTION:
Solutions

REGION:
Europe

REPORTING:
Solutions Manager

LOCATION: UK, Knutsford office

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.

ROLE PURPOSE

We are looking for a self-driven, enthusiastic individual with sound knowledge in both hardware and software, to come and join the team in the Knutsford office and become a subject matter expert. The role of the Pre-Sales and Solutions Specialist is to provide support to the UK Sales Team, the Customer Helpdesk and to the Field Service Engineers. Primarily focusing on the sales support element to deliver the correct solutions and knowledge to the end customer.

In addition to providing customer demonstrations of Glory products, the job holder will provide Level 2 Support on both hardware & software and will be responsible for managing technical escalations through to resolution. Additional responsibilities will be to perform technical analysis on service management information to identify and implement efficiency improvements programs on the Glory hardware & software product range.

Travel is an essential part of the role and at times can be unpredictable and varied. Travelling overseas will be a requirement to undertake technical training courses and supporting other regions as part of our One Europe vision.

MAIN RESPONSIBILITIES

· Provide pre-sales support to the UK Sales Team on customer demonstrations, technical information, product information, and technical assistance on how to use the products.

· Support sales by providing customer demonstrations on the full range of Glory hardware and software products.

· Design and recommend potential technical solutions using Glory products that will deliver clearly defined operational benefits to customers.

· Create electronic technical documentation including Field Information Bulletins and Technical Information Bulletins and also field engineering procedures.

· Provide technical assistance on machine problems to customers and Field Service Engineers

· Work with the Pre-Sales and Solutions helpdesk to maintain the technical library of Glory products, ensuring this is kept up to date with the latest technical information for our Field Service engineers.

· Provide Level 2 technical assistance to UK and Ireland distributors on all Glory products and software.

· Provide a technical escalation path to the manufacturer for technical faults received from the Field Service Engineers or the Glory Helpdesk.

· Carry out analysis and create action plans for Glory products on how to operate and maintain products in a manner that will reduce the service call rate.

· Provide Software Support to Glory customers with our Cash Insight and Ubiqular software solutions.

· Design and produce diagnostic scripts for the Field Service Engineers to help reduce the time spent onsite when fixing a Glory product.

· Interface with the Glory engineering & solution groups with technical escalations and to gain technical information which can be distributed to the UK Field Service & Helpdesk department.

· 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…