JOB TITLE:  Remote Automation Support Manager MEA

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DEPARTMENT: Service Delivery Management – Centre of Excellence

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REPORTING TO: Service Delivery Manager 

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REGION: Middle East & Africa 

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ADDITIONAL INFO: Travel within the MEA region may be required.

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PURPOSE OF POSITION

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To manage the performance of services & support to clients within the MEA region and to ensure that Service Levels Agreements (SLAs) are achieved. To ensure that customer expectations are met or exceeded

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KEY RESPONSIBILITIES

\n\nEnsure SLAs within the region are met and the customer expectations are managed professionally. \nMonitor the Support processes to improve team efficiency and performance. \nOversee 100% of the requests and incidents. \nManage and coordinate urgent and complicated remote support issues. \nAct as first level of escalation for requests and incidents related to Remote Support in MEA.\nResponsible to train, coach, and mentor Remote Automation Support Team \nOversee staff activities and improve team productivity \nProvide data and reporting of KPI’s, trends, recommendations, weekly, monthly, and as needed. \nMonitor SLA out of scope activities and ensure accuracy. \nManage SLA stocks at distributor warehouses and ensure minimum stock levels. \nMonitor the on-ground team(s) performance and take necessary actions to support their performance\nAdvise management on situations that may require additional client support or escalation. \nManage warranty claims between customers/distributors and GVR factories. \nManage vendor relationships as it depends on daily operational needs. \nWork closely with project team to assure proper handover from projects to support and decrease any potential issues from implementation\nWork closely with Application Support Specialist to resolve identified recurrent issues and accountable to decrease the average tickets per site\nMonitor customers’ activities and trends in tickets raised to identify the user’s challenges gaps and close them with the customers to decrease the average tickets per site\n\n

PERSONAL QUALIFICATIONS & EXPERIENCE 

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Education/achievements   

\n\nEngineering Certificate: (Electrical, Mechatronics, Mechanical, Software, Computer, IT, IT infrastructure).  Infield experience for remote support\n\n

Experience/Knowledge        

\n\n6+ years of experience in Software / Hardware support environments. \nExperience testing and supporting retail fuelling or multi-site automation environments. \nDemonstrated ability to manage support processes in multiple production environments and architecture platforms.\nDemonstrated ability to manage customers and deliver services to the SLAs. \nDemonstrated ability to engage and drive 3rd parties. \nExcellent written and verbal communications in English, French, and Arabic\nPractical experience managing diverse teams operating in multiple geographies.    \nExperience working within related industry.\nIT support related certifications (ITIL ver4, MS SQL data analytics, etc…)\n HSE Certification (UKPIA, OSHA, etc..)\n\n

Specific Skills

\n\nTechnical acumen \nStakeholder management\nAdvanced Computer skills in Office suites \nTraining & coaching \nCustomer Orientated     \nAutomation\n

Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities. Veeder-Root is the world's leading supplier of automatic tank gauging and fuel management systems and one of the few companies in the industry to design, manufacture and service its own products; supplying and integrating the broadest range of new and proven technologies to reduce cost of ownership, enhance environmental integrity, and improve performance and profitability for petroleum marketers and commercial fueling enterprises worldwide.

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our five operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, and Hennessy Industries—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.

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Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and corporate responsibility. Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.

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The Vontier Business System (VBS), our engine for success and our competitive advantage, powers every aspect of our business performance through a continuous improvement mindset. As we look to the future, we will continue to evolve VBS to prepare our teams for new challenges and opportunities, and to stay on the forefront of changing technologies through fast iteration and focused experimentation. To learn more about us visit: www.vontier.com