Senior Product Support Specialist

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 BankLock product domain. Has detailed and comprehensive product expertise, with a focus on failure modes, troubleshooting as well as serviceability and maintenance processes for Time Locks, SD Box Locks and Locksmithing components relevant to DN Service Expectations. 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. Works closely with parts planners, material handlers, training and all other critical departments to drive the overall success and growth of the Banklock Department.