DESCRIPTION

The role of the Pre-Sales & Solutions Specialist is to provide support to the Irish Sales Team, the Customer Helpdesk and to the Field Service Engineers. In addition to providing customer demonstrations of Glory Global Solutions products, the job holder will provide second level support on both hardware and 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 GGS hardware & software product range.

EDUCATION LEVEL:

• Experience of supporting Electro-mechanical hardware and software in a support environment.
• Good interpersonal and communication skills.
• Computer and database literacy.
• Analytical and problem-solving skills.
• Process orientated.
• Good decision-making skills.
• Wide Area and Local Area Network experience.
• Knowledge of Windows Operating Systems is essential.
• Knowledge of Windows / Office 365 Applications is essential.

QUALIFICATIONS:

• Certificate/Diploma/ Degree qualified in electro-mechanical engineering or related field.

REQUIRED SKILLS AND COMPETENCIES

• Solves difficult technical problems or actively searches for solutions.
• Identifies new trends and developments within their field and keeps their knowledge up to date.
• Learns from others about matters within their own field of specialty and applies them.
• Share’s knowledge, ideas and views with others.
• Able to prioritise.
• Desirable to have a strong background in Financial Institutions or FI environment.
• Defines problems (or problem areas), carries out research to understand them and then draws clear conclusions.
• Recognises and gathers important data and puts them in context.
• Identifies new trends and developments within their field and keeps his knowledge up to date.
• Learns from others about matters within their own field of specialty and applies them.
• Share’s knowledge, ideas, and views with others.
• Separates important from less important and sets priorities.
• Defines problems (or problem areas).
• Independently carries out research on the reason of the problem (or problem area) to understand them and draw clear conclusions.
• Recognises and gathers important data and puts them in context. Finds creative ways of solving problems. Thinks of alternative solutions.
• Driving license and the ability to travel across Ireland where needed to support business requirements.

• Provide pre-sales support to the Irish Sales Team on customer demonstrations, technical information, product information, and technical assistance on how to use the products.
• Design and recommend potential technical solutions using GGS products that will deliver clearly defined operational benefits to customers.
• Testing of new products/software and guidance on when they are available to sales team to promote / sell.
• Create test plans for new applications and coordinate plan execution.
• Create and maintain BOMs for our product range.
• Support partner companies developing software integrations.
• Provide training, support, and follow-up, as necessary.
• Provide Software Support to GGS customers – In retail and Financial Institution environment’s. IT support for topics such as network and IT security.
• Perform log analysis on all Glory products when required to resolve issues. Investigate root cause analysis of software and system defects.
• Provide a technical escalation path to the manufacturer for technical faults received from the Field Service Engineers or the GGS Helpdesk.
• Utilise Clearquest and Mantis where necessary to escalate issues.
• 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.
• Attend fault calls onsite for resolution where escalations have been made due to persistent or recurring faults on equipment and/or software.
• Design and deliver training courses on GGS products to customers, Field Service Engineers and the GGS Helpdesk.
• Carry out analysis and create action plans for GGS products on how to operate and maintain products in a manner that will reduce the service call rate.
• Design and produce diagnostic scripts for the Field Service Engineers to help reduce the time spent onsite when fixing a GGS product.
• Interface with the GGS engineering & solution groups with technical escalations and to gain technical information which can be distributed to the GIRE Field Service & Helpdesk department.
• 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.
• Manage the interface with central support and manufacturing to ensure seamless responses to customer escalations.
• Setup, configure and customise software for proof-of-concepts and live installations.
• Collaborate with project managers, architects, and other software engineers in conceptualising, initiating, and developing new software programs and applications.
• Interface new products with existing software environments.
• Stay up to date with technology by researching, investigating, and evaluating new tools, technologies as well as new products and taking the lead in introducing these to the team.
• Interacts with customers to support software acceptance processes and act as a liaison between development and users.
• This list of responsibilities is not all-inclusive and is subject to change in consultation with the job holder.