POS Sales Support Specialist

POSITION SUMMARY: Demonstrates, sells, installs, and supports Point-of-Sale (POS) systems. Provides training and retraining 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. This location will support Indianapolis Indiana area.

ESSENTIAL JOB FUNCTIONS:

• Conducts sales demonstrations, promotes, and sells POS systems in order to increase pull tab sales. Provides on-site demonstrations and sales presentations at customer sites, which includes a variety of businesses venues. Assists customers in determining sales needs based on their specific needs. Educates customers on best business practices so they can maintain a profitable business and increase pull tab sales. Attends company trade shows and promotes products.
• Works with regional sales managers and sales reps 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 assists customers in a timely, helpful, and respectful manner. Provides services according to established agreements, tracking and billing for services as appropriate. Encourages customers to purchase or renew maintenance agreements as appropriate. Projects a positive and professional image when conducting/representing business on behalf of LBC.
• Installs, builds, programs, and tests units when initially installed and trains customers how to use system and run reports. Ensures customers understand basic troubleshooting functions and maintenance plans. Ensures 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 where LBC conducts business. Understands how rules and regulations impact customer’s business and emphasizes 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 Escalates customer/product issues/concerns to management as appropriate.
• Establishes and maintains accurate customer and departmental files. Assembles demo packets as time permits. Ensures packets are up-to-date and replenishes supply as needed. Copies and maintains sufficient supply of equipment manuals. May produce reports or gather metrics as requested.
• 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.

POS Sales/Support Specialist Job Description

• 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 researches solutions that improve the efficiency and quality of POS’s sales and technical support service. Keeps abreast of current technical topics, trends, technology and regulatory issues. Brings forward ideas to improve service delivery and processes.
• Cross-trains and assists 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.

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 as needed or directed

REQUIRED SKILLS AND COMPETENCIES:

• Strong sales skills
• Strong technical skills and technical aptitude with the ability to develop a strong understanding of LBC 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
• 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 sales experience.
• Previous experience providing hardware/software technical support in a technical environment
• Knowledge of communications software
• Knowledge and experience with Point of Sale (POS) Systems

FLSA STATUS: Exempt

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.