Technical Support Engineer

Technical Support Engineer

Technical Support MEA

Technical Support Manager MEA

Johannesburg, South Africa

• 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.

• 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

• As per Board-approved DOA and as necessary for functions outside the DOA.

• Sales

• Projects

• Operations

• KAM's

• Helpdesk

• Factory teams
  - Tech support, Engg, PM

• Customers

• Channel partners

• ASCs

• Sub-Contractors

• Diploma/ Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.

• Good understanding of electronic and mechanical equipments

• 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 maintenanceo AVIo Tank gauging systems

• 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

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.

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…