Product Support Specialist

Expect more. Connect more. Be more at Diebold Nixdorf.  Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

Provides engineering-level technical support (ITIL) to services and professional services for products in the maintenance service lifecycle. Is the centerpoint for Problem Management within the respective product domain. Has detailed and comprehensive product expertise, with a focus on failure modes, troubleshooting as well as serviceability and maintenance processes. Creates and maintains service-relevant knowledge artifacts such as Product Trainings, Newsletters, Bulletins and entries to the Product Known Error Data Base (KEDB). Provides guidance on maintenance service processes and other product services, directing process improvements and ensuring consistent delivery of quality. Works with all stakeholders including R&D, Quality, Manufacturing, Field Services, Managed Services, SW PS and Product Management on Problem Resolution and continuous Product Improvement. Supports specification and testing of serviceability requirements for product enhancements and new product introductions.

• Provides Product Support for an assigned technician group, customers or set of products / services.
• Analyzes technical issues and configuration topics, evaluating trace and log files and determining reproduction steps.
• Reports problems to R&D and drives and monitors resolution process and communicates back to customers.
• Analyzes product and service benchmarks (that is, failure rates, repeat calls, time-to-repair, parts usage, etc).
• Troubleshoots difficult problems ( For Example, with customer configuration, company software or other integration points).
• Manages assigned cases and task queues by following the proper case management protocols, prioritizing urgent requests and updating cases on a regular basis.
• Escalates complex issues to more senior Product Support team members and / or management.
• Enables automation by providing domain knowledge to IoT applications.
• Provides knowledge to product, solution support specialists of PS and Service globally ( For Example,service bulletins, Train-the-Trainer input).
• Contribute on Service readiness procedures during product development process.

• Diploma or equivalent work experience required.
• Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Product Support.
• Good business English skills (Written and spoken).

The annual base salary range for this position is $48,000 to $52,000.  Actual compensation will depend on factors such as qualifications, skills, competencies, geographic location, and relevant experience. Certain roles may include additional components beyond base salary, such as incentive opportunities or other forms of variable compensation. Details of any such components will be discussed during the interview process and will be governed by the applicable plan documents.

Benefits 

• Health, Dental, and Vision Insurance 
• Life Insurance 
• Critical illness, Accident, and Hospital Indemnity Insurance 
• 401(k) Savings Plan 
• Health Savings Account 
• Leave of Absence Benefits 
• Paid Time Off 

The application window is expected to close October 7, 2026. 

#LI-DNI