Fuel Management Systems Technical Specialist

**JOB TITLE**: FMS Technical Specialist

**DEPARTMENT**: DDS (Retail)

**REPORTING TO**: Senior Insite360 specialist

**LOCATION**: Johannesburg

**ADDITIONAL INFO**:
**PURPOSE OF POSITION**

This position provides support to Gilbarco AFS customers enrolled in Wet Stock Management Services. The Analyst will identify, investigate, close-out and or provide solutions to system generated and customer reported incidents. Responsibilities include and not limited to first line technical support involving on-site engineers and playing a pivotal supporting role to the service account manager in providing monthly statistical reporting information.

**KEY RESPONSIBILITIES**
- Ensure the timely completion of all daily operational tasks.
- Provide specialist support to field personnel to help identify and correct customer site issues.
- Ensure all customer reporting deadlines are met.
- Responsible for ensuring all customer support and follow up procedures to support new and existing customers are created and implemented.
- Serve as a contributing member on various teams and provide information and support.
- Support field test activities for new services as required.
- Troubleshooting of remote communication issues, primarily modem and TCP/IP communication protocols.
- Develop and maintain a detailed knowledge of all system capabilities. Be able to use knowledge developed to provide a higher level of analysis over and above current processes.
- Work closely with Management to assist in the development and implementation of new/modified services. In addition to these functions, employees are required to carry out such other duties as may reasonably be required.
- Assist in the implementation of effective management controls and assist in the monitoring of customer accounts through regular reporting and daily management activities.

**DELEGATION OF AUTHORITY**

As per the actual Schedule of Levels of Authority within Gilbarco AFS.

**POSITION RELATIONSHIPS**

**Internal**
- Works directly FMS Team leader
- All Departmental Managers
- Training & Development Department
- Team members: Needs to develop a strong working relationship with team members to ensure that countermeasures initiated as required are seen through.
- EMEA: Global WMS teams to deliver services and consult
- Technical team for escalated calls to be resolved

**External**
- Customers: Needs to be highly customer focused, and able to form effective working relationships with key customers,
- Approved Sub-contractors: Effective management of sub-contractor and supplier relationships based on various contracts for work carried out onsite

**MEASURES OF PERFORMANCE (INDICATORS)**

**Leading**
- Zero Loss Time incidences (LTI), 100% near miss / potential incidences with implemented corrective action within 14 days, 100% employee participation in NM / PI reporting and achievement of HSSE targets
- Sustained use of Standard Work in area of responsibility

**Lagging **
- Internal SLA as set by the General Manager
- Drive continuous productivity level improvements measured by completed analysis on various delivery issues
- Maintain Variances on tanks at 0.5% on a continuous basis for project and maintenance calls
- Meet / exceed all customer contracted KPI’s

**PERSONAL QUALIFICATIONS & EXPERIENCE**

**Education/achievements**

**Required**
- Degree - Information Systems

**Preferred**
- BSc Computer Science

**Experience/Knowledge**

**Required**
- SQL (SSRS and SSIS)
- Oracle
- SAP Business Objects
- Robotics
- Process automation
- API (software interface)

**Preferred**
- Fuel Reconciliation experience in
- Understanding of the demands of the retail/forecourt and Oil industry.

**Specific Skills**

**Required**
- Data cleaning and preparation
- Creating data visualizations
- Creating dashboards and reports
- Writing and communication
- Data analysis and exploration
- Statistical knowledge

**Preferred**
- Analytical and problem-solving skills.
- Strong communication & interpersonal skills
- Attention to detail.
- Personal Organisation and time management
- Understand the importance of being “hands on” in our operational processes and customer relations.
- Quality First: Plan & execute accurate, complete, timely and reliable work. Integrity never compromised.
- Management by Fact: Gathers, analyses, and summarizes data to draw rational, fact-based conclusions

**ROLE SPECIFIC COMPETENCIES & BEHAVIOURS**

**Customer Driven***
- Gains insight into customer needs.
- Identifies opportunities that benefit the customer.
- Builds and delivers solution that meet customer expectation.
- Establishes and maintains effective customer relationships.

**Collaborative***
- Works cooperatively with others across the organization to achieve shared objectives.
- Represents own interest while being fair to others and their areas.
- Partners with others to get work done.
- Credits others for their contributions and accomplishments.
- Gains trust and support of others.

**Inclu