In House ATM Support Specialist

Description

Why work for Wittenbach?

Experience a rewarding career with Wittenbach and enjoy a competitive benefits package:

• Health Insurance: Medical, dental, and vision coverage
• Financial Protection: Identity theft protection and voluntary life insurance
• Time Off: Generous PTO starting up to 120 hours after 30 days of employment, plus paid holidays (including your birthday)
• Employee Support: Access to the Employee Assistance Program and Employee Assistance Fund
• Retirement Savings: 401(k) retirement plan with employer match
• Flexible Spending: Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Life Insurance: Employer-paid life insurance, short-term disability, and long-term disability
• Professional Development: Paid training opportunities and Education Assistance Program
• Referral Bonus: Earn up to $5,000 for referring new employees
• Overtime: Eligible for overtime pay in accordance with Department of Labor regulations

Description:

Since 1974, Wittenbach has been a leading provider of innovative cash automation and security solutions for financial institutions. Our commitment to customer satisfaction and delivering results has driven our growth. With over 200 highly trained service professionals throughout our service area, we ensure rapid response to our customer’s service needs. The corporate office is in Sparks, Maryland along with regional operations in Hunt Valley, MD, Coatesville, PA and Charlotte, NC. Our Sales and Service footprint spans the Mid-West and East Coast.

Job Summary:

The ATM Support Specialist 1 provides essential technical services for all equipment installed or serviced by Wittenbach Business Systems (WBS). This is a fully on-site role based at our Hunt Valley Operational Center. As a central technical hub, this position supports both internal and external stakeholders through hardware repair, remote troubleshooting, and cross-departmental collaboration.
Core Responsibilities

• Technical Assistance: Provide expert      phone and email support to Field Service Representatives (FSRs) regarding      complex troubleshooting, programming, and technical resolution.
• Maintenance & Repair: Perform bench      repairs on ATM assemblies and modules; refurbish and test used components      to maintain high-quality service stock.
• Customer Support: Guide      customers through ATM operation and setup while managing equipment staging      and technical configurations.
• Cross-Departmental Collaboration: Partner with Service and Sales teams to provide product      specifications and technical bulletins, ensuring peak customer      satisfaction.
• Professional Services Engagements (PSE): Participate in weekly calls with manufacturers (Hyosung) and      clients. Provide status updates, engage IST/Service teams, and escalate      progress concerns to management.

Managed Services: Provide backup support for MS-ATM, including proactive monitoring, remote repairs, system health checks, and Windows security updates. 

Requirements

Primary Duties and Responsibilities:

1. Technical Support & Troubleshooting

This is a central focus of the role, involving direct assistance to Field Service Representatives (FSRs). Providing technical support via phone and email to FSRs in the field. Assisting with troubleshooting, part numbers, and programming instructions. Issuing technical information and service bulletins. Updating the Technician SharePoint site with product and servicing data.

2. Equipment Bench Repair & Refurbishment

This involves the physical maintenance and preparation of ATM components at a WBS facility. Performing bench repairs on ATM PCBs (Printed Circuit Boards), assemblies, and modules. Refurbishing and testing used parts to maintain service stock levels. Performing in-house updates and upgrades on ATM units.

3. Customer Service & Implementation

This area focuses on ensuring the equipment is ready for the end-user and that clients are supported during setup. Assisting customers directly with the operation and setup of ATM units. Managing equipment staging, configuration, and programming before deployment. Resolving customer issues or escalating them when necessary.

4. Cross Departmental Collaboration & Operations

The role supports the broader mission of the company by working with different internal divisions. Working with the Service and Sales teams to ensure high customer satisfaction. Providing technical specs and information to Sales Admin and Account Managers. Maintaining control and care of company property, including tools and parts inventory.

5. Professional Services Engagements 

This involves attending a 1-hour weekly Teams call with a Hyosung Project Manager and Technical Resource, customer representatives, and a WBS Account Manager. The primary responsibility is to note progress, challenges, and relay milestone dates (installation, UAT, software deployment, etc.) to IST, Sales, and Service. Professional Services Engagement projects are somewhat sporadic but typically last 6 – 12 months. 

6. Managed Services:

This responsibility involves supporting our ATM-MS team in a backup role to maintain responsiveness to customers during peak activity or PTO coverage. Tasks include monitoring ATM alerts and customer requests, interacting with the ATM and customers to resolve issues, remotely providing software and configuration updates, and conducting ATM performance checks.  Prompt communication with the customer is essential. 

Functional/Technical Skills: 

Technical Skills

· Electronics Knowledge: Requires thorough knowledge of basic electronics.

· Mechanical Aptitude: Must possess a strong mechanical aptitude for physical repairs.

· Networking: Requires an elementary understanding of networks.

· Bench Repair: Ability to perform bench repairs on ATM PCBs, assemblies, and modules.

· Software Proficiency: Must be proficient in Microsoft Windows/Office, Concur, and ADP.

· Systems Management: Skilled in Inventory Control and PC operations.

· Product Expertise: Ability to perform equipment staging, programming, and configuration.

Functional & Behavioral Skills

· Problem Solving: Ability to resolve technical issues or escalate them appropriately.

· Communication: Able to effectively communicate with the customer base both orally and in writing.

· Teamwork: Capability to work harmoniously with others and assist team members in achieving productivity goals.

· Multitasking: Able to remember and manage multiple tasks or assignments for self and others over long periods.

· Instructional Ability: Capable of providing phone and email support, including troubleshooting and programming instructions to field staff.

Education & Experience: 

Education: Associate degree in Electronics or an equivalent degree from a military or trade school.

Experience: A minimum of 2+ years of industry experience.

Certifications: A valid driver’s license and automobile insurance may be required for on-site support.

Environmental/Physical Demands: 

Physical Demands

The role requires significant manual dexterity and the ability to handle heavy equipment:

• Lifting  and Moving: You must be able to lift up to 25 pounds overhead occasionally and move up to 50 pounds occasionally.
• Stamina: The ability to sit or stand for 2 hours continuously, up to a total of 8 hours per day.
• Manual Dexterity: A high level of motor skills is required, including grasping, finger manipulation, pinching, bending, reaching, twisting, and wrist torquing for 2 hours continuously.
• Coordination: You must be able to manipulate small objects with close eye-hand and arm-hand coordination for an entire      shift.
• Sensory Requirements: You must be able to see objects closely, discriminate between colors (essential for wiring and      electronics), and perceive depth continuously.

Environmental & Mental Conditions

Beyond the physical tasks, the environment involves specific operational demands:

• Travel: Possible travel and on-site support are required. This includes the ability to drive a vehicle from site to site, which necessitates a valid driver’s license and personal transportation.
• Cognitive Load: The role requires the mental capacity to remember multiple tasks or assignments given to yourself and others over long periods of time.
• Communication: You must be able to effectively communicate with the customer base both orally and in writing, often while      troubleshooting technical issues.
• Application of Concepts: You are expected to understand, relate to, and apply technical concepts on a continuous basis.

The final salary offer will depend on several factors, including:

• Experience: Your level of experience in the relevant field.
• Knowledge and Skills: Your specific knowledge, skills, and abilities.
• Ability: Your demonstrated ability to perform the job duties effectively.
• Geographic Location: The location of the position can influence salary rates.

The actual salary offer may vary based on individual qualifications and circumstances.