Pre-sales & Solutions Specialist

We are currently looking for a Pre-Sales & Solutions Specialist to join our busy team in Knutsford

The role of the Pre-Sales & Solutions Specialist is to provide excellent support to the UK Sales Team in our retail market. The role also supports our Customer Helpdesk and 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 bring experienced software expertise. You 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 and software product range.

Pre-Sales & Solutions Specialist Duties:

- 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
- Design and recommend potential technical solutions using GGS 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
- Design and deliver training courses on GGS products to customers, Field Service Engineers and the GGS Helpdesk
- Provide a technical escalation path to the manufacturer for technical faults received from the Field Service Engineers or 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 UK Field Service & Helpdesk department
- Attend fault calls onsite for resolution where escalations have been made due to persistent or recurring faults on equipment.
- Create service support plans and product introduction plans including costing, service methodologies, installation plans, and parts requirements, to service and maintain new and existing products
- Perform testing of new products and provide guidance on when products are available to the Sales team for them to promote / sell
- Manage the interface with central support and manufacturing to ensure seamless responses to customer escalations

Pre-Sales & Solutions Specialist Requirements:

- Setup, configure and customise software for proof-of-concepts and live installations
- Interface new products with existing software environments
- Troubleshoot, debug and upgrade existing systems
- Support partner companies developing software integrations
- Provide training, support, and follow-up, as necessary
- 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
- Interact with customers to support software acceptance processes and act as a liaison between development and users
- Investigate root cause analysis of software and system defects
- HNC / HND / Degree qualified in electro-mechanical engineering or related field
- Knowledge of Windows Operating Systems
- Knowledge of Office 365 Applications
- Experience 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

REQUIRED SKILLS AND COMPETENCIES:
Demonstrates the ability to:

- Actively search for solutions and solve difficult technical problems
- Identify new trends and developments within their field, and keep their knowledge up to date
- Share knowledge, ideas, and views with others
- Prioritise effectively, separate important from less important tasks, and set priorities
- Define problems (or problem areas), carry out research to understand them and draw clear conclusions
- Recognise and gather important data and put them in context
- Find creative ways of solving problems, thinking of alternative solutions

About the Company:
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 a