Specialist, POS

About the role

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.

Responsibilities

• 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.
• Aids 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 assists 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.
• 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 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.
• Owns customer journey from order request assignment to Go-Live on the POS product line.
• Manages 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.
• Limits inventory items and 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.
• Bridges ideas to improve service delivery and processes.
• Cross trains and assists others when time permits.
• 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.

Qualifications

• 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.

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.