Product Support Specialist-Recycler Support/Trainer

Product Support Specialist – Recycler Support Engineer/Trainer

Position Summary:

Duties and Responsibilities:

• Provide telephone and email-based support to customers and technicians; monitor and resolve requests in the public Product Support folder.
• Create and update service tickets to maintain logs of support interactions and resolutions.
• Provide installation support for recycler equipment and assist technicians during field deployments.
• Troubleshoot hardware and software issues related to Glory, Hitachi, and Cennox Recycler Max devices using diagnostic tools and technical documentation.
• Conduct deep reviews of customer issues to determine root cause and develop long-term solutions.
• Respond to after-hours support requests, including voicemails on the Product Support workgroup extensions.
• Maintain up-to-date product knowledge and remain current with software and hardware changes in the service environment.
• Perform technical analysis of product failures, documenting timelines, root cause, and service recommendations for management.
• Configure and monitor ATM and Remote Monitoring Software systems.
• Provide and update technical documentation and manuals for both internal and external stakeholders.
• Conduct training for technicians in both classroom and field environments.
• Collaborate with engineering and product teams to relay field feedback and contribute to product improvements.

Skills and Requirements:

• Proven technical background with Cash Recycler systems.
• Strong troubleshooting and problem-solving skills for electromechanical and software-related issues.
• Proficient in Microsoft Office Suite: Word, Outlook, Excel, PowerPoint.
• Familiarity with technical schematics, diagnostic tools, and service manuals.
• Strong verbal and written communication skills.
• Organized and detail-oriented with the ability to manage multiple tasks and documentation simultaneously.
• Ability to train field service technicians effectively.
• Required to travel for training (3–5 days per trip) and support field escalations.
• Ability to work both independently and collaboratively under pressure.
• Certifications such as CompTIA A+ or manufacturer certifications are a plus.

Experience and Education:

• High school diploma or equivalent (Associate degree in Electronics, IT, or a related field preferred).
• 2+ years of field support or service work with Glory or Hitachi cash recyclers or similar financial automation devices.
• Experience working in technical support or service operations, especially in financial or retail industries.

Physical Requirements:

• Ability to sit and stay focused for extended periods while handling support requests.
• Vision correctable to 20/20 for precision work with small components and screens.
• Finger dexterity for frequent keyboard and computer use.
• Ability to lift up to 50 lbs for handling and installing equipment.
• Capable of standing, walking, and working on-site for extended hours during field support assignments.