Technical Support Engineer

JOB TITLE: Technical Support Engineer

DEPARTMENT: Technical Support MEA

REPORTING TO: Technical Support Manager MEA

LOCATION:Casablanca, Morocco

ADDITIONAL INFO:

PURPOSE OF POSITION

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.

KEY RESPONSIBILITIES

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

DELEGATION OF AUTHORITY

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

POSITION RELATIONSHIPS

Internal

• Sales
• Projects
• Operations
• KAM’s
• Helpdesk
• Factory teams- Tech support, Engg, PM
• Management

External

• Customers
• Channel partners
• ASCs
• Sub-Contractors

MEASURES OF PERFORMANCE (INDICATORS)

• Achieving SLA targets
• Number of calls attended vs resolution time.
• Remote fix rate
• Number of training programs delivered

PERSONAL QUALIFICATIONS & EXPERIENCE 

Education/achievements

• Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.
• Good understanding of electronic and mechanical equipments

Experience/Knowledge

• 3-5 years’ experience in a similar role.
• Clear understanding of integration processes and methods as well as understanding of networking.
• Understanding of dataflow and communication protocols
• Understanding of Mechanical operations

Specific Skills

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

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.

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