This role is crucial for ensuring customer satisfaction and maintaining long-term relationships with clients in RS business
Responsibilities:
SLA Monitoring: Track and monitor service level agreements to ensure compliance with contractual commitments
KPI Monitoring : Review and Control the KPIs of Services to ensure minimum penalties and maximum uptime
Root cause Analysis: Identify the root cause of problems being faced by customer and ensure closure
Issue Resolution: Identify and coordinate with Service team to resolve issues to prevent downtime, penalty and maintain high levels of customer satisfaction
Data Analysis: Analyze service performance data to identify trends, issues, and areas for improvement.
Reporting: Generate regular reports on SLA performance and communicate findings to relevant stakeholders.
Coordination: Coordinate with various departments to ensure service delivery aligns with SLA requirements.
Documentation: Maintain accurate records of SLA metrics, service activities, and customer interactions.
Continuous Improvement: Recommend and implement process improvements to enhance service delivery and SLA compliance.
Review Meetings: Conduct regular meetings with various stakeholders to ensure problems are resolved without escalations.
Experience: Proven experience in a service-oriented role, preferably in after-sales service or customer support.
Customer-Oriented: A strong focus on customer satisfaction and relationship management.
Skills: Strong analytical skills, attention to detail, excellent communication and interpersonal skills.
Education: A bachelor's degree in business administration, engineering, or a related field is preferred.
Technical Proficiency: Familiarity with SLA tracking tools and software, and proficiency in Microsoft Office applications
Problem Solving: Strong problem-solving abilities
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.
Gilbarco is a leading global supplier of fuel dispensing equipment, fully integrated point of sale systems for the global petroleum marketplace with sales,
manufacturing, research, development, and service locations in North and South America, Europe, Asia, the Pacific Rim and Australia.
The company in which you have expressed employment interest is equal opportunity employer that evaluate qualified applicants without regard to race, color,
national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status,
citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.
The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.
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.
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.
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.