Technical Support Specialist

**JOB TITLE**: Technical Support Specialist

**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 C&I issues reported 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.
- Track, compile and report out the SLA stats on a weekly basis.
- 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 products/ solution offered in line with the department objectives
- Run quality audit and inspection on sites as part of quality management program
- Collaborating with cross-functional teams to support product rollouts.
- 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**
- Engineering
- Projects
- Operations
- Warehouse
- KAM’s
- Management
- DDS
- Sales

**External**
- Customers
- Channel partners
- SCs
- Sub-Contractors

**MEASURES OF PERFORMANCE (INDICATORS)**
- Achieving SLA targets
- Number of calls attended vs resolution time.
- Remote fix rate
- Number of training programs delivered

**PERSONAL QUALIFICATIONS & EXPERIENC**

**Education/**achievements**
- Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.
- Proficiency in SQL.
- Good understanding of databases

**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 in English
- Experience from the similar industry
- Understanding of Mechanical operations

**Specific 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 Engineering review.
- 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

**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**

**At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.**

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

**Together, let’s enable the way the world moves