JOB TITLE: Technical Support Engineer
DEPARTMENT: Technical Support MEA
REPORTING TO: Technical Support Manager MEA
LOCATION: Johannesburg, South Africa
PURPOSE OF POSITION
The technical support specialist is an after sales role which is required to drive Technical Support and product trainings for Internal and External teams/ customers within agreed parameters across GVR product portfolio including hardware and software offerings.
KEY RESPONSIBILITIES
Provide tech support for all reported issues and ensure resolution
Taking ownership of reported issues and seeing problems through to resolution
Ensure all service requests are logged for tracking & reporting purposes.
Track and update all the calls on ticket logging system.
Work closely with internal and external teams to track & resolve the tickets
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Train the internal and external teams on the various product lines in line with the department objectives
Conduct quality audits and inspection on sites as part of quality management program
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Follow up with internal stakeholders and customers, provide feedback and see problems through to resolution.
Participate in Problem Management to help detecting recurrent and major incidents, contribute to the problem analysis and resolution and documentation
DELEGATION OF AUTHORITY
As per Board-approved DOA and as necessary for functions outside the DOA.
POSITION RELATIONSHIPS
Internal
Sales
Projects
Operations
KAM’s
Helpdesk
Factory teams- Tech support, Engg, PM
External
Customers
Channel partners
ASCs
Sub-Contractors
PERSONAL QUALIFICATIONS & EXPERIENCE
Education/achievements
Diploma/ Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.
Good understanding of electronic and mechanical equipments
Experience/Knowledge
3-5 years’ experience in a similar role.
Clear understanding of integration processes and methods as well as understanding of networking.
Understanding of dataflow and communication protocols
Strong analytical skills
Excellent written and verbal communication skills in English
Understanding of Mechanical operations
Prior experience in-
o Pump / Dispenser, installation, commissioning and maintenance
o AVI
o Tank gauging systems
Specific Skills
Strong analytical skills
Ability to work under pressure and adhere to deadlines.
Ability to review data sets and understand issues to be highlighted on product level for L4 support.
Excellent time management, organization, and planning skills are essential
Ability to excel in collaborative and cross-functional environment
Able to prioritise based on the importance of the task at hand
Take ownership to drive results
Ability to work independently
Ability to troubleshoot complex problems
Good understanding of databases and knowledge about IT systems will be an added advantage
WHO IS GILBARCO VEEDER-ROOT
Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.
WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.
Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and…