Professional Services Engineer

Description

Grow your Professional Service Engineer career with a company that values its employees and rewards them for a job well done!  

Due to growth, we are seeking individuals with great relationship building skills as a Professional Service Engineer in the greater Charlotte, NC area.

We are proud to offer:

• Pay rate based on experience level
• Comprehensive benefits package to include medical, dental, and life insurance
• 401K with company match
• Excellent training program
• Steady, consistent work
• Growth opportunities!

In this key Professional Services Engineer position, you will enable the successful implementation of QDS’s hardware and software products at leading financial institutions. The PS Engineer will provide our customers with support, training, process development, and complete & sustainable implementation of new products. They will work with internal & External teams in gathering project requirements, and work with project teams in building a solution to match the client’s requirements. The position will lead the Implementation of the solution with the client and provide initial support during the rollout of the project then transition into a long term, sustainable support plan. 

 ESSENTIAL FUNCTIONS:

• Provide onsite training, implementation and configuration of ATM/ITM software and hardware.
• Serve a customer-facing role representing QDS to our customers and partners.
• Document customer projects and create reports as required after completion.
• Document improvement opportunities and manage implementation of improvements.
• Ensuring that projects adhere and comply with standard implementation procedures.
• Manage the creation & documentation of new and existing training content.
• Provide guidance on configuration and setup of ATM/ITM software and hardware.
• While not onsite, function as a subject matter expert and a resource for best practices for our clients & team members and support escalation team or other projects as assigned.
• Up to 30% travel may be required within QDS Footprint.

Support Tickets:The Professional Services Engineer will monitor QDS’ PS Jira system for any service tickets. They will work these tickets in a timely fashion and update them at least every 24 hours until completion. They will also create Jira tickets with the manufacturer and press them for resolutions.  

Emails: The Professional Services Engineer will monitor and respond to all emails from both internal and external customers. All emails are expected to be answered or addressed within 60 minutes.

Phone Calls: The Professional Services Engineer will be required to be on conference calls with manufacturers, vendors, as well as both internal and external customers. with any issues. They will always identify themselves professionally when joining calls and will follow proper phone etiquette by always being courteous and polite.

Advanced Problem Analysis with External Companies:

Technical Documentation: The Professional Services Engineer will create technical documentation for any recurring or complex issues and help maintain a database of this documentation.

Sharefile: The Professional Services Engineer will maintain their workspace on QDS’ Sharefile site. This includes but is not limited to Customer Configuration file uploading, organization, maintenance.

Remote Monitoring Tools: The Professional Services Engineer will be responsible for setting up and troubleshooting the various tools that are used for remote monitoring. This includes but is not limited to, establishing initial connections, troubleshooting any issues with the servers or clients, creating, maintaining, and resetting user credentials, modifying configurations, and working with the software vendors to improve performance or add features.

Other Functions as Assigned: The landscape of the Professional Services Department is constantly changing and evolving. This means that there may be tasks not listed here that need to be completed. When these tasks are assigned, they will need to be completed as timely as possible, and all functions described above may change with or without notice.

The individual must be highly self-motivated, and responsive, with excellent leadership, mentoring, customer relationship, facilitation, interpersonal, written, and oral communications skills, have proven project management experience, and have the ability to:

• Deal with adversity and communicate challenging situations in a positive and productive manner, both with the customer and internal organizations
• Manage varying degrees of priorities and demands, both internal and customer driven
• Create an environment conducive to contribution, growth and achievement with an emphasis on customer-focused behavior
• Work under tight deadlines
• Communicate complex technical solutions to technical and non-technical audiences
• Provided best practices principles in PS engineer environments
• Take ownership of issues and drive solutions
• Lead and influence teams and be an effective team member
• Establish relationships, network and collaborate with other teams to achieve desired results
• Work in both a pro-active and re-active manner concurrently
• Understand and lead complex technical projects
• Listen, evaluate, and communicate to management on direction, recommendations, status, and critical success factors
• Utilize standard project management tools and methodologies

THE PROFESSIONAL SERVICES (PS) ENGINEER INTERFACES AND COORDINATES WITH THE FOLLOWING GROUPS WITHIN THE ORGANIZATION AND EXTERNALLY:

• Project Management
• Quality Control
• External customers and partners
• External vendor organizations
• Others as required

Preferred Education and Experience

• Minimum of two (2) years’ experience as a Professional Services Engineer, or specific industry experience pertinent to the role’s objectives
• Excellent written and verbal communication skills
• Extensive banking and/or technical experience
• Understanding of XML, basic command line, and PowerShell scripting.

PHYSICAL DEMANDS: These physical demands represent the physical requirements necessary for an employee to successfully perform the job's essential functions. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

• Primarily sedentary work in a general office environment
• Ability to communicate and exchange information
• Ability to comprehend and interpret documents and data
• Requires occasional standing, walking, lifting, and moving objects (up to 20 lbs.)
• Requires manual dexterity to use computer, telephone, and peripherals
• May be required to work extended hours for special business needs
• May be required to travel up to 30% of the time based on business needs.
• While performing the responsibilities of the job, the employee is required to talk and listen.
• Vision abilities required to perform this job include close vision.

WORK ENVIRONMENT: While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions of the job.

• Employee will work at the QDS Corporate Office in Charlotte, NC, unless otherwise noted.
• The employee may be occasionally exposed to moving mechanical parts and vehicles.
• The noise level in the work environment is usually quiet to moderate.

The passage of employees through the work area is average and normal.

Founded in 1983, Quality Data Systems (QDS) is proud to be a family-owned cash automation company that specializes in helping financial Institutions and retailers use the latest technology to automate cash handling. Our decades of experience and variety of products allow us to serve our customers by providing the best solutions to solve their specific needs. We are committed to helping our banking and credit union clients identify and deliver their Branch of the Future strategy. Our goal is to demonstrate how technology can impact on their bottom line and deliver a better customer experience. We work with our retail clients to create efficient cash handling processes and reduce the risk of theft with automation tools and technology.

For immediate consideration of this great Professional Services Engineer opportunity, please Apply Today!

Qualifications