Specialist, POS Service & Training - Toledo, OH

About the role

Join the Fun at Arrow International! As the world’s #1 maker of charitable gaming products, we’re growing fast and seeking a passionate and skilled Description Specialist, POS Product Support.

Responsibilities

• Conducts sales demonstrations, promotes, and supports POS systems.
• Provides on-site demonstrations and sales presentations at customer sites.
• Aids customers in determining sales and feature needs based on their specific business model.
• Trains customers on best business practices to maintain profitability 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.
• Installs, builds, programs, and tests units when initially installed, and trains customers on how to use the system and run reports.
• Ensures 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 emphasizes product features that address those needs.
• 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 the 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. 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 the gap between technical and non-technical users by bringing forward 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.

Requirements

• 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, pass a criminal background check, possess a valid drivers’ license and a clean driving record, be able to bend, stoop and regularly lift 40-60 pounds, and actively participate in discussions and research solutions that improve the efficiency and quality of POS sales and technical support services.

Qualifications

• 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.

Skills

• Knowledge of communications software.
• Knowledge and experience with Point of Sale (POS) Systems.

Benefits

At Arrow International, we offer a comprehensive benefits package including profit-sharing, 401(k) matching, great benefits, and paid time off, including a bonus week every July!

Pay

Competitive salary commensurate with experience.

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.

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.

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 at recruiting@arrowinternational.com.