JOB TITLE: Technical Support Engineer

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DEPARTMENT: Technical Support MEA

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REPORTING TO: Technical Support Manager MEA            

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LOCATION: Casablanca, Morocco

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ADDITIONAL INFO:

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PURPOSE OF POSITION

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The technical support engineer is after sales role and is required to provide technical support to Internal & External customers and channel partners within agreed parameters across the complete GVR product portfolio including hardware and software.

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KEY RESPONSIBILITIES

\n\nProvide Remote/ On ground technical Support to the channel partners and end customers on entire product range.\nTaking ownership of reported issues and driving them to resolution by following up with internal stakeholders, channel partners and end customers\nCoordinate and collaborate closely with commercial team to achieve common goals for customer success.\nEnsure all service requests are logged for tracking & reporting purposes.\nTrack and update all the calls on ticket logging system.\nTrack, compile and report out the SLA stats on a weekly basis.\nWork closely with internal and external teams to track & resolve the issues reported from the field\nFollowing standard procedures for proper escalation of unresolved issues to the appropriate internal teams\nConduct technical trainings on our products for internal and external teams \nCollaborating with cross-functional teams to support product rollouts.\n\n

DELEGATION OF AUTHORITY

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

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POSITION RELATIONSHIPS

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Internal         

\n\nSales\nProjects\nOperations\nKAM’s\nHelpdesk\nFactory teams- Tech support, Engg, PM\nManagement    \n\n

External

\n\nCustomers\nChannel partners\nASCs\nSub-Contractors\n\n

MEASURES OF PERFORMANCE (INDICATORS)

\n\nAchieving SLA targets\nNumber of calls attended vs resolution time.\nRemote fix rate\nNumber of training programs delivered\n

PERSONAL QUALIFICATIONS & EXPERIENCE 

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Education/achievements   

\n\nDegree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.            \nGood understanding of electronic and mechanical equipments\n\n

Experience/Knowledge        

\n\n3-5 years’ experience in a similar role.\nClear understanding of integration processes and methods as well as understanding of networking.\nUnderstanding of dataflow and communication protocols            \nUnderstanding of Mechanical operations\n\n

Specific Skills

\n\nExcellent written and verbal communication in English and French\nStrong analytical skills\nAbility to work under pressure and adhere to deadlines.\nAbility to review data sets and understand issues to be highlighted on product level for Engineering review.\nExcellent time management, organization, and planning skills are essential\nAbility to excel in collaborative and cross-functional environment \nAble to prioritise based on the importance of the task at hand\nTake ownership to drive results\nAbility to troubleshoot complex problems\nAbility to work independently   \nGood understanding of databases and knowledge about IT systems will be an added advantage.\n\n

 

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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

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