Customer Support Engineer - Voice Process

Company Overview

Gilbarco Veeder-Root, part of Vontier, has been a global pioneer in retail and commercial fueling technology for over 150 years. The company delivers a comprehensive range of integrated products and services from forecourt equipment to store and head office management solutions, including fuel dispensers, tank gauges, and fleet management systems. Gilbarco Veeder-Root combines leading brands and technologies that support convenience, control, and environmental responsibility within the retail fueling sector worldwide.

Role Summary

The Controller plays a critical role in supervising daily operations and controlling service jobs and call outs to ensure top-quality service delivery. The position demands adherence to internal and external service-level agreements (SLAs) and safety performance indicators to satisfy customer expectations effectively.

Responsibilities

• Serve as the primary customer representative, managing and enhancing customer satisfaction throughout the service process while ensuring all service job SLAs are met and exceeded.
• Oversee and prioritize service calls according to contractually defined SLAs, dispatching these to appropriate channels through the Gilbarco Veeder-Root service platform.
• Manage and allocate resources efficiently across multiple jobs, ensuring the use of approved contractors and compliance with company policies including onboarding new personnel when necessary. Handle work-in-progress management to facilitate timely job completion for invoicing purposes. Coordinate stocktaking and reconciliation of vehicles in collaboration with technicians, parts ordering, and suppliers.
• Proactively enforce compliance, training, and conduct site audits including site safety protocols, ensuring KPI targets are met for all technicians.
• Drive continuous improvement initiatives by adopting lessons learned, utilizing data insights and feedback from customers, stakeholders and teams to streamline processes and enhance productivity.
• Compile and analyze performance metrics and service reports, addressing productivity issues and ensuring accurate documentation and compliance with safety and job completion standards.
• Commit fully to maintaining safety protocols on customer sites while representing Gilbarco Veeder-Root professionally.

Required Qualifications and Skills

• Diploma qualification is essential.
• Minimum of 3 to 5 years of experience in a similar role within a relevant industry.
• Exceptional skills in prioritization, time management, and resource allocation.
• Excellent communication abilities across verbal, written, and presentation formats along with strong negotiation and conflict resolution competencies.
• Self-motivated with high emotional intelligence and initiative.
• Capability to anticipate operational issues and design preemptive solutions.
• Proficient stakeholder and customer relationship management focusing on negotiation and conflict resolution.

Preferred Qualifications

• Experience in a similar industry or related field is desirable.

Work Environment

• This is an on-site role based at the branch office with frequent physical interactions with technicians, contractors, customers, and stakeholders.
• The job includes office duties involving computer and mobile device usage.
• Work environments are mixed including office, forecourt, workshop, and industrial sites that may present noise, dust, uneven ground, and require adherence to site access protocols and personal protective equipment usage.
• Customer-facing role with service level agreements requiring flexibility to occasionally work after hours or weekends to handle escalations and incidents.
• Responsible for adherence and promotion of environmental health and safety policies, safety standards, and site regulations while representing Gilbarco Veeder-Root.