Specialist, POS Service - Defiance - Arrow International

Description

Job Type
Full-time
Description
Join the Fun at Arrow International
Arrow International is the world's #1 maker of charitable gaming products, from pull tabs and bingo paper to cutting-edge electronic gaming systems. Our products power entertainment in social and gaming venues around the globe-and we're growing fast
We're building a winning culture that's all about teamwork, passion, and innovation. At Arrow, you're not just another employee-you're part of a high-performing team that's redefining fun and giving back to communities. We believe in rewarding your hard work with profit-sharing, 401(k) matching, great benefits, and paid time off-including a bonus week every July
If you're looking for a career that's exciting, meaningful, and full of opportunity-Arrow is the place to be.
POSITION SUMMARY: Demonstrates, installs, and supports Point-of-Sale (POS) systems. Provides training on POS Systems, peripheral products, and related services to current and potential customers, and establishes long-term, profitable business relationships. Assists in achieving annual revenue and gross profit margin goals through strong knowledge of customers and products. Accomplishes goals in accordance with company policies, procedures, and strategic objectives. Promotes positive and ethical behavior, integrity, honesty, and loyalty to the company.
Requirements
ESSENTIAL JOB FUNCTIONS:

• Conducts sales demonstrations, promotes, and supports POS systems. Provides on-site demonstrations and sales presentations at customer sites, which includes a variety of businesses venues. Assists customers in determining sales and feature needs based on their specific business model. Educates customers on best business practices so they can maintain a profitable business and increase sales.
• Works with Regional Sales Managers, Sales Reps, and Operations Manager to build strong customer relationships and expand sales. Recommends products based on customer business and industry models. Maintains accounts and ensures high customer satisfaction and retention by providing excellent customer service. Responds to and assist customers in a timely, helpful, and respectful manner. Provides services according to established agreements, tracking and billing services as appropriate.
• Installs, builds, programs, and tests units when initially installed and trains customers on how to use the system and run reports. Ensure customers understand basic troubleshooting functions and maintenance plans. Ensures that all paperwork, payments, sales taxes, and collections are completed within guidelines and according to contract terms.
• Opens service requests, identifies, troubleshoots, and documents basic to moderately complex technical issues, tracks and documents calls using designated internal systems, works with sales reps to work through complex issues, monitors pending service requests, follows-up with customers to ensure problem resolution, and documents resolution of service requests and work performed.
• Performs set-up, testing and quality assurance for POS equipment prior to installation at customer site. Inputs all menu information and reviews for accuracy. Prepares parts orders for internal and external customers. Packages, transfers, writes invoices and completes UPS shipping forms for shipping of repair parts and supplies, as needed.
• Stays abreast of and adheres to rules and regulations pertaining to states that Arrow International conducts business. Understands how rules and regulations impact customer business and emphasize product features that address those needs. Performs job related duties within full compliance of state rules and regulations.
• Provides customer/market feedback to internal departments concerning acceptance and effectiveness of products, pricing, and promotions. Provides input to product enhancements. Escalate customer/product issues/concerns to management as appropriate.
• Own customer journey from order request assignment to Go-Live on the POS product line. Manage timelines and customer communication while adhering to training plans.
• Maintains company vehicle in safe and proper condition, conducting pre- and post-trip inspections, reporting maintenance issues, and performing routine maintenance checks as needed. Maintains neat and accurate customer contact information, directions to accounts, and customer notes.
• Maintains a neat and accurate inventory. Labels and locates inventory items. Conducts and performs inventory cycle counts and reviews inventory quantities and adjustments.
• Actively participates in discussions and research solutions that improve the efficiency and quality of POS sales and technical support services. Keeps abreast of current technical topics, trends, technology, and regulatory issues. Brings forward ideas to improve service delivery and processes.
• Cross trains and assist others when time permits.

TRAVEL AND WORK SCHEDULE:
Position requires a work schedule that includes travel up to 40% of the time. Overnight travel is required, and some evening and weekend work is necessary. Will participate in on-call support rotation.
MINIMUM QUALIFICATIONS FOR CONSIDERATION:
Required Education & Experience:

• High School diploma or equivalent
• Two years' progressively responsible sales and/or technical support experience and/or customer service experience combined with demonstrated technical aptitude and abilities.

Physical/Other Requirements:

• Must be 21 years old.
• Must pass a criminal background check.
• Must possess a valid drivers' license and a clean driving record.
• Must be able to bend, stoop and regularly lift 40-60 pounds.
• Ability to travel locally daily and to other jurisdictions as directed.

REQUIRED SKILLS AND COMPETENCIES:

• Strong technical skills and technical aptitude with the ability to develop a strong understanding of Arrow supported applications and support processes.
• Strong technical problem-solving skills, especially around the communication of technical subjects to non-technical people and the ability to interpret user requests and questions.
• Strong communication, organization, and interpersonal skills.
• Strong customer relationship skills.
• Presentation skills.
• Ability to interpret and work within established maintenance agreement guidelines.
• Demonstrated ability to prioritize and work on several issues simultaneously.

DESIRED EDUCATION & EXPERIENCE:

• Associate's degree in a technical, business, or related discipline.
• Previous experience in a technical trainer role.
• Previous experience providing hardware/software technical support in a technical environment.
• Knowledge of communications software.
• Knowledge and experience with Point of Sale (POS) Systems.

Note: This description describes the essential job functions, general skills, requirements, and competencies of the position. It does not list all functions for each responsibility within the job, and the employee may be requested to perform other job-related duties.
Diversity and Inclusion Statement
At Arrow International, we are committed to fostering a diverse and inclusive workplace where all individuals are valued and respected. We believe that embracing our differences makes us stronger, more innovative, and better positioned to serve our communities. We are proud to be an equal opportunity employer and strive to create an environment where everyone feels welcome, supported, and empowered to succeed.
Equal Opportunity Statement
Arrow International is an equal opportunity employer. We recruit, hire, train, and promote individuals in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical or mental disability-except where such disability prevents performance of essential job functions and cannot be reasonably accommodated in accordance with applicable laws.
Americans with Disabilities Act (ADA) Statement
Arrow International is committed to complying with the spirit and requirements of the Americans with Disabilities Act (ADA). If you require a reasonable accommodation to complete an application, participate in the interview process, undergo any pre-employment testing, or otherwise take part in the employee selection process, please contact us