Remote Automation Support Specialist - KSA National

JOB TITLE: RASS (Remote Automation Support Specialist)

DEPARTMENT: Remote Automation Support

REPORTING TO: Remote Automation Support Manager

PURPOSE OF POSITION

Supporting the customers maintenance contracts in the region and achieve SLA targets.

KEY RESPONSIBILITIES

• Responsible for the first level support of customers and distributors in the region by responding to their requests and resolving their issues in a timely manner.
• Respond to technical assistance requests via logged tickets, emails, or phone.
• Research customers inquiries and questions using available information resources and advise customers on best practice and actions.
• Diagnose remotely and provide basic troubleshooting of the issue reported.
• Properly escalate on time unresolved queries to the next level of support (RASE).
• Track, route and redirect problems to correct teams and resources.
• Manage support through 3rd parties.
• Provide updates to the customers on the progress and results of the troubleshooting.
• Utilize excellent customer service skills and exceed customers expectations.
• Ensure proper recording, documentation, resolution, and closure of all issues.
• Develop and grow knowledge of Remote Support procedures, products, and services.
• Monitor and report on all related Remote Support KPIs to meet and exceed the target from initial response, remote fix rate, first time fix, resolution time and SLA targets.
• Follow-up on warranty claims raised by the customers and make sure to be reported to factories on time
• Follow-up with factories to get updates on the warranty claims and keep the customers updated
• Be responsible to prepare weekly status report for warranty claims.

MEASURES OF PERFORMANCE

Leading Indicators

• Backlog RFR FTF
• Warranty claims on time as per each factory lead-time.

Lagging Indicators

• SLA Customer Satisfaction
• Initial responses

PERSONAL QUALIFICATIONS & EXPERIENCE

Education/achievements

Required

• Entry level of Engineering and/or Engineering certificate:

(Electrical, Mechatronics, Mechanical, Software, Computer, IT, IT infrastructure).

Preferred

• Infield experience for remote support

Experience/Knowledge

Required

• Fresh or less than 3 years experience in Software / Hardware Help Desk support environments.
• Follow support process in multiple production environments and architecture platforms.
• Demonstrated ability to manage customers and deliver services to the SLAs
• Demonstrated ability to engage and drive 3rd parties.
• Excellent written and verbal communication in English.

Preferred

• Excellent written and verbal communication in French & Arabic languages

Required

Specific Skills

• Remote Diagnosis and problem troubleshooting.
• Incident Management.
• Problem identification
• Software and Hardware knowledge.

Preferred

• Automation

WHO IS GILBARCO VEEDER-ROOT

Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.

WHO IS VONTIER

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Companys website at www.vontier.com.

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, lets enable the way the world moves!