EMEA Technical Support Engineer

Why Verifone

For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

Verifone is proudly an in-office work culture as we see immense benefits to career development and business results from our colleagues being physically co-located. Currently, we do allow a hybrid work schedule but we regularly revisit our attendance policy.

What's exciting about the role

The EMEA Technical Support Engineer is responsible for supporting all regional technical operations related to product repair, refurbishment, configuration, and deployment across service centers in EMEA.  This role is part of the Global Field Operations organization in the Supply Chain which provides technical solutions, process optimization, and overall strategic direction for our global partner network of repair and deployment centers.  

The ideal candidate would be a data driven engineer with deep knowledge of process optimization in all aspects of reverse logistics (test, analyze, repair, assembly, SW loading, quality) as well as deployment (pick, kit, SW loading, key injection, quality).   They will drive implementation and adaptation of global solutions, best practices and continuous improvement across the EMEA region.

Skills and Experience we desire

Key Responsibilities:

Engineering Skills / Process 

• Implement Lean, Six Sigma, and KPI-driven process optimization across all aspects of the repair and deployment process
• Strong problem-solving skills and experience with debugging issues with embedded devices, serial log capture and analysis
• Document product / software issues using Engineering JIRA process.  Be able to highlight impact of these issues in terms of cost & delivery impact and drive these teams to close issues promptly
• Standardize operational procedures, management systems, and reporting frameworks.
• Lead initiatives to reduce costs through automation and process optimization.
• Familiarity with PKI, symmetric/asymmetric encryption models, and SW signing

Operational Management

• Interface with 3rd party repair providers, deployment & configuration operations, and logistics workflows.
• Influence and drive 3^rd party partners to optimize their process to lower costs while still maintaining delivery and quality goals.
• Drive efficiency and quality improvement across RMA processing, refurbishment, DOA investigation, and device lifecycle services.

Cross-Functional and Global Collaboration

• Work closely with Supply Chain, Product/Platform Engineering, Quality, IT Systems, and Global Service peers.
• Support NPI (New Product Introduction) readiness in all service sites.
• Be able to work collaboratively and seamlessly with peers across all regions.  Be comfortable sharing knowledge & best practices while also being open to adapting solutions from other regions.

Skills and Experience We Desire

• 5+ years of experience in an Engineering role preferably in Technical Operations
• 5+ years of experience working in or supporting a product operations environment (manufacturing, distribution, repair) 
• Experience working with third party service providers across multiple sites & regions
• Proven track record of delivering operational excellence and process improvements

Preferred

• Experience in similar payment hardware ecosystems.
• Background in secure supply chain, device lifecycle services, or repair center management.
• Lean Six Sigma certification (Green/Black Belt).
• Ability to work in a fast-paced, global, matrixed environment.

Key Competencies

• Problem solver using structured engineering process 
• Analytical and data-driven decision-making
• Change agent / driver of continuous improvements
• Strong communication and interpersonal skills
• Self-driven team player

Success Metrics

• Cost performance and process yield improvements
• Achievement of SLA/quality targets
• On-time, high-quality deployment execution
• Reduction in repeat failures (loopers)
• Operational scalability and process standardization

Some travel required to provide on-site support in EMEA repair and deployment centers, especially for critical end of quarter deliveries and new product introductions

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.