RASS (Remote Automation Support Specialist)

Hennessy Industries; New Mexico; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company, Hennessy Industries, is looking for a Remote Automation Support Specialist to deliver timely support to customers. The role focuses on customer inquiries, technical assistance, and remote diagnosis. Ideal candidates will have an engineering background and strong communication skills. This position promises a dynamic work environment with opportunities for growth and innovation.

Qualifications

• Fresh or less than 3 years experience in Software/Hardware Help Desk support.
• Demonstrated ability to manage customers and deliver services to SLAs.

Responsibilities

• Responsible for first-level support of customers and distributors.
• Diagnose remotely and provide troubleshooting.
• Provide updates to customers on the troubleshooting process.

Skills

Remote Diagnosis

Incident Management

Problem Identification

Communication in English

Customer Service Skills

Education

Entry level of Engineering and/or Engineering certificate

Tools

Software and Hardware knowledge

Job description

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 customer’s inquiries and questions using available information resources and advise customers on best practice and actions.

-Follow standard Support process and procedures.

-Collect the needed data from the customer to troubleshoot the issue.

-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 KPI’s 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.

-All tasks that will be assigned by Remote Automation support Manager related to the department responsibilities.

DELEGATION OF AUTHORITY

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

POSITION RELATIONSHIPS

Internal

Remote Support team, Technical Support, Projects, Sales, Factories, L4 and 3rd parties.

External

Customers, Distributors, 3rd party engineers

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

Specific Skills

Required

-Remote Diagnosis and problem troubleshooting.

-Incident Management.

-Problem identification

-Software and Hardware knowledge.

Preferred

-Automation

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS

Customer Obsessed

Solicits voice of the customer and drives actions to improve customer experience

Holds others accountable for meeting customer needs

Addresses gaps in the team’s ability to meet emerging customer needs

Continuously improves processes to be more aligned with the customers

Inspiring

Thinks beyond the day-to-day, taking a long-term, big-picture view of the business.

Clarifies the organization’s vision and strategy to the team, and ensures that efforts are prioritized to support them

Leads the team to pursue possibilities that will create sustainable value

Build extraordinary Teams

Nurtures and develops promising ideas through prototyping and experimentation

Challenges others to develop breakthrough solutions

Ensures that varied perspectives are included in the process of innovation

Encourages others to address challenges in new and better ways

Courageous

Builds energy and optimism in others in support of Our Shared Purpose

Communicates the vision of the organization in a way that others can relate to and buy into

Helps others envision a greater sense of what is possible for the organization’s future

Ensures that others understand how their efforts and contributions make a positive difference

Deliver results

Builds a cohesive team that drives the goals and success of the organization.

Communicates clear goals and roles to team members

Builds a team that has the right mix of skills and leverages the strengths of individual members Celebrates team accomplishments

Adaptable

Coaches people on how to take a stand in the face of adversity when they believe in something Confronts tough organizational issues and disagreements

Delivers difficult messages directly

Demonstrates the courage to say “no” when necessary

Innovative for Impact

Sets high expectations and leads others to achieve results through VBS

Leads others to persist despite setbacks or obstacles Creates a sense of urgency in the team to deliver on time, high quality results with an unwavering commitment to our values and standards of conduct

Drives a track record of continuous improvement and sustainability

Strategic

Leads experimentation as a way to find the best solution

Shares lessons learned from both successes and failures

Creates opportunities for self and others to try new things

Applies the lessons from different experiences to new situations

Lead with VBS

Establish VBS credibility through demonstrating the ability to leading Kaizen events

Coaches leaders on how to use VBS to address business challenges and opportunities,

including selecting the appropriate tool and how to apply to generate results

Builds VBS expertise of the team, establishing and growing capable VBSL support and

VBS Champion resources that can support the team

Willing to seek out subject matter experts in the area of VBS in order to build capability within the organization

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 Company’s 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, let’s enable the way the world moves!