JOB TITLE: Technical Support Engineer
DEPARTMENT: Retail, Operations
REPORTING TO: Regional Service Manager
LOCATION: KSA
PURPOSE OF POSITION
To provide a professional first technical point of contact for the customer. Diagnose fault-related cases. Manage field service technicians to meet performance objectives.
KEY RESPONSIBILITIES
- Applying GVR HSE policies, and accountable for the technician’s commitment
- Track and report HSE activities for the team monthly
- Manage day to day plan for maintenance calls
- Track in-scope / out-scope maintenance activities
- Manage spare parts replacement & warehouse management.
- Tech support for GVR partner on ground
- Manage new installations
POSITION RELATIONSHIPS
Internal
- Team Leader / Service Manager
- Project office
- Engineering
- Other internal Gilbarco AFS departments
External
- Oil companies
- Sub-Contractors
- Branded Marketers
- Commercial and private use clients
- Government & Municipalities
MEASURES OF PERFORMANCE (INDICATORS)
Leading
- 100% HSSE compliance.
- 98% Calls completion monitoring within stipulated & tracked SLA’s.
- 100% Feedback provided to service desk with in stipulated SLA’s.
- 100% Support of all teams, within your region
Lagging
- First time fixes are achieved above 95% of all there calls attended to in the month.
- Compliance around product standard work requirements, to ensure quality at all time.
- 100% housekeeping is maintained across all site, projects and company assets.
- An above normal level of professionalism and integrity.
- Importance on been punctual at all times, with an aim at achieving 100% planned response time.
- 100% Accuracy, completion and submission across all paperwork and audits submissions
PERSONAL QUALIFICATIONS & EXPERIENCE
Education/Achievements
Required
- Engineering degree (electronics and communication, electrical is preferred)
Preferred
- Diploma in Electrical/Mechanical/Electronics Engineering
Experience/Knowledge
Required
- 1-3 years working experience within a service-based industry
Preferred
- Forecourt maintenance experience is a plus
Specific Skills
Required
- Proven logical problem-solving skills
- Basic IT knowledge
- Good leadership skills
- Proficient computer skills
- Accuracy, efficiency and reliability are key skills
- Ability to communicate quickly and effectively both written and verbal
- Driving license is a must
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.
Inclusive
- Seeks to understand different perspectives and cultures.
- Contributes to a work climate where differences are valued and supported.
- Applies others’ diverse experiences, styles, backgrounds, and perspectives to get results.
- Is sensitive to cultural norms, expectations, and ways or communicating.
Accountable
- Follows through on commitments and makes sure others do the same.
- Acts with a clear sense of ownership.
- Takes personal responsibility for decisions, actions and failures.
- Establishes clear responsibilities and processes for monitoring work and measuring results.
- Designs feedback loops into work.
Champions VBS
- Identifies and creates the processes necessary to get work done.
- Separates and combines activities into efficient workflow.
- Seeks ways to improve processes, from small tweaks to complete reengineering.
- Is a simplifier, focused on cutting through complexity.
- Prioritizes to the critical few – focuses on what matters most.
Self-Aware
- Reflects on activities and impact on others.
- Proactively seeks feedback about shortcomings.
- Admits mistakes and gains insight from experiences.
- Knows strengths, weaknesses, opportunities, and limits.
Pioneering
- Comes up with useful ideas that are new, better, or unique.
- Introduces new ways of looking at problems.
- Can take a creative idea and put it into practice.
- Encourages diverse thinking to promote and nurture innovation.
- Anticipates and adopts innovative digital and technology applications.
Agile
- Learns quickly when facing new situations.
- Experiments to find new solutions.
- Takes on the challenge of unfamiliar tasks.
- Extracts lessons learned from failure and mistakes.
- Bounces back from setbacks and failure.
Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Ourfive operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, MatcoTools, and Hennessy Industries—are united by a powerful purpose: mobilizing the future to create a betterworld. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail andcommercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’spioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.
