Product Support Specialist & Trainer

Position Summary The Product Support Specialist is primarily responsible for supporting customers, field technicians, subcontractors, and internal teams in the performance, maintenance, and service of Glory, Hitachi, and Cennox Recycler Max cash recycler systems and related equipment.

This role combines remote support and Product Trainer with documentation, training, troubleshooting, and escalation handling to ensure exceptional product performance and customer satisfaction.    Duties and Responsibilities All duties as assigned    Provide telephone and email-based support to customers and technicians; monitor and resolve requests in the public Product Support folder.

Create and update service tickets to maintain logs of support interactions and resolutions.

Provide installation support for recycler equipment and assist technicians during field deployments.

Troubleshoot hardware and software issues related to Glory, Hitachi, and Cennox Recycler Max devices using diagnostic tools and technical documentation.

Conduct deep reviews of customer issues to determine root cause and develop long-term solutions.

Respond to after-hours support requests, including voicemails on the Product Support workgroup extensions.

Maintain up-to-date product knowledge and remain current with software and hardware changes in the service environment.

Perform technical analysis of product failures, documenting timelines, root cause, and service recommendations for management.

Configure and monitor ATM and Remote Monitoring Software systems.

Provide and update technical documentation and manuals for both internal and external stakeholders.

Conduct training for technicians in both classroom and field environments.

Collaborate with engineering and product teams to relay field feedback and contribute to product improvements.   Skills and Requirements Proven technical background with Cash Recycler systems.

Strong troubleshooting and problem-solving skills for electromechanical and software-related issues.

Proficient in Microsoft Office Suite :

• Word, Outlook, Excel, PowerPoint.
• Familiarity with technical schematics, diagnostic tools, and service manuals.
• Strong verbal and written communication skills.
• Organized and detail-oriented with the ability to manage multiple tasks and documentation simultaneously.
• Ability to train field service technicians effectively.
• Required to travel for training (3–5 days per trip) and support field escalations.
• Ability to work both independently and collaboratively under pressure.
• Certifications such as CompTIA A+ or manufacturer certifications are a plus.
• Experience and Education High school diploma or equivalent (Associate degree in Electronics, IT, or a related field preferred). 2+ years of field support or service work with Glory or Hitachi cash recyclers or similar financial automation devices.
• Experience working in technical support or service operations, especially in financial or retail industries.
• Physical Requirements Ability to sit and stay focused for extended periods.
• Vision correctable to 20 / 20.
• Finger dexterity.
• Ability to lift up to 50 lbs.
• Capable of standing, walking, and working on-site for extended hours.   Cennox is an Equal Opportunity Employer.
• We are committed to creating an inclusive environment for all employees.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law.   Notice on Use of AI in Hiring As part of our commitment to fair and efficient hiring practices, Cennox uses JazzHR’s TalentFit AI tool to assist in evaluating candidate applications.
• This technology helps us match applicants to job requirements based on qualifications and experience.
• All hiring decisions are ultimately made by our human recruiting team.
• If you have questions or concerns about this process, please let us know during your application.
• E-Verify Cennox participates in the E-Verify program to confirm the identity and employment eligibility of all new employees.
• For more information, please visit  www.e-verify.gov .
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