In House ATM Support Specialist

Wittenbach Business Systems LLC

10h•Onsite

About The Position

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.

Requirements

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.
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: 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.
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.
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.

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.
Technical Support & Troubleshooting
Equipment Bench Repair & Refurbishment
Customer Service & Implementation
Cross Departmental Collaboration & Operations
Professional Services Engagements
Managed Services

Benefits

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