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Sales Engineer

Company: Heartland Payment Systems
Location: Raleigh
Posted on: January 25, 2023

Job Description:

Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.

Sales Engineer (SE)

Type: Full-time

Job Overview:

The Sales Engineer assists inside and outside sales channels by educating them on technical functionality of our cloud point of sale products. This position is assigned one product for which they are responsible to be a product expert in and may be required to cross train on additional POS products and supporting products and integrations. Additionally, they are called upon to assist our sales teams with prospective and existing end-users for product demo and sales related matters.

This position is responsible to develop and maintain consistent training materials and provide remote training webinars on how to successfully install, utilize and maximize the performance of the POS and related software. Training includes providing basic Level 1 training as well as having mastery on advanced product features. Additionally, this position tests and evaluates new versions and updates prior to beta and / or general release, communicating with the support / programming managers on potential problems. It is critical for this person to act as the communication point and advocate on major issues between product and sales, representing the interest of sales revenue. This position requires travel all over US and Canada and could be on the road -12 weeks a year. Often requires short notice and staying on the road longer than originally planned.

Why this role is valuable to the company

The Dealer Sales Engineer has an integral role in the success and development of our Dealer Sales channel. This role develops relationships with many diverse Dealers as well as internal product and technical colleagues. This function is critical in keeping the Dealer channel running smoothly as they maintain a reading on the pulse of the channel for each product as the architects of the Dealer exchange and knowledge portal. This position is the advocate, face and expert for the respective product/s, and plays a key role in Dealer recruitment, selling large end-user opportunities, managing trade shows, training, and new product launches.

Scope of responsibilities

* Provide technical training webinars for inside and outside sales channels

* Provide sales training on how to demo cloud POS products and highlight key features

* Regularly maintaining communication with Dealers through Dealer exchange forum as well as individual direct contact with Dealers to monitor level of satisfaction with the product/s.

* Assisting, teaching and guiding Dealers on cloud POS products by maintaining and monitoring the knowledge base and Dealer forums.

* Attend, setup and work national trade shows, conferences and other marketing events to promote Heartland Commerce Products to increase the company's visibility within the industry. This includes event planning meetings and pre-staging terminals for the trade shows before they are shipped out.

* Escalation and assistance to upper management if level 1 or 2 support is unable to resolve the issue in a timely manner. Oversee the entire issue until it is resolved and make sure it is properly escalated internally. The ecosystem includes internal, end-user, Dealer, vendors and anyone else involved or tied to the issue.

* Responsible for maintaining demo database samples for presentation and sales efforts that Dealers can use for specific target markets.

* Moderator of the dealer product specific exchange group/s. Escalating and responding appropriately to individuals or to the group.

* Attend and participate in quarterly product panel discussion groups and follow-up on all outstanding issues and promises.

* Regular meetings with product specific support and programming department/s to discuss latest escalations and new features as well as follow-up on outstanding issues.

* Loading and maintaining product knowledge and sales materials within the commerce knowledge portal.

* Support Beta tests of new products before commercial release including finding beta Dealers and clients to test with and report feedback to programmers, support and managers involved.

* Assist senior management and software developers to understand end-user and market requirements for future software development to ensure success.

* As needed, join meetings with vendors and industry partners to provide technical expertise and knowledge of their respective products.


* 2-5 years in POS product and technical support for deployment of POS - preferably within Product

* Ability to communicate effectively and build rapport with team members and sales channels

* Enjoy problem solving and being responsive to communications

* 4-year college degree or equivalent experience in POS deployments

* Extremely organized with professional follow-up habits

* Networking and Microsoft operating system knowledge

* Experience with G-Suite

* Hospitality / food service and or Retail experience is desirable

* Ability to travel as needed

Compensation and Benefits

This person may work from home or product office

Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Keywords: Heartland Payment Systems, Raleigh , Sales Engineer, Other , Raleigh, North Carolina

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