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Service Excellence Specialist - Chicago, Ill.

Services Customer Service Operations
020341 Requisition #
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The Service Excellence Specialist provides hardware support to raise the proficiency level of the field organization to reduce the operating cost of our products and improve customer satisfaction.  This position will also be responsible for service excellence initiatives as determined by the Service Operations Manager and Area Vice President.  Although the position would be based out of Chicago, this can be a remote work opportunity. 

Some of the essential job functions include:
  • Support "update training" for all workforce associates for skill enhancements or as product modifications are introduced to the field related to hardware updates and refreshes.
  • Implement or recommend to the team as appropriate, actions to improve chronic ATM performance.
  • Provide technical support for "beta sites" related to new product implementations which may require onsite support as directed by Service Operations Manager and/or Regional Service Manager.
  • Run/analyze reports and take necessary corrective action to improve hardware performance while providing guidance to local teams.
  • Communicate any hardware issues and systemic problems through proper support channels for formal resolution and documentation.
  • Provide Service Operations Manager timely feedback related to hardware performance, chronic management and overall service excellence processes.
  • Review and manage FCO’s, engineering changes, product enhancements…etc and provide reporting to local teams for consistent adoption.
  • Provide technical expertise for pre and post installations as required regarding new hardware deployments.
  • Interface with L3 to regularly share information and take action within field organization to address common issues and solutions.

Special Skills, Knowledge and Abilities:

  • BA or BS degree or equivalent work experience within ATM industry.
  • Strong technical knowledge of ATM environment as well as hardware components.
  • Previously demonstrated leadership skills, business results achievement, enable teamwork and is adaptable to diverse work environment
  • Ability to communicate effectively with value chain partners and external customers
  • Demonstrates excellent customer care and satisfaction skills
  • Effective coaching skills required
  • Excellent communication, interpersonal, written and verbal skills
  • Curriculum development and training experience
  • Negotiation and conflict resolution skills as well as solid planning and organizing abilities
  • High level of motivation, resiliency, maturity & dependability under high pressure situations
  • Ability to multitask effectively with attention to details
  • Aptitude for acquiring and implementing program knowledge in a fast paced environment
  • High level of achievement and self-motivation; positive attitude
  • Proven success in a technical management position
  • Strong attention to detail to business processes
  • Familiarity with service processes and measurements
  • Full knowledge of Diebold Nixdorf equipment and service offerings
  • Knowledgeable in systems supporting Services



Diebold Nixdorf, Incorporated is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, genetic information, disability or protected veteran status

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