Customer Support Manager

Findojobs South Africa; Gauteng; On-site; ZAR 800,000 - 1,200,000; Full time

Job summary

A leading technology firm in retail fueling is seeking a Customer Support Manager to ensure high performance and excellence in service within the call center and help desk teams. With 15+ years of Customer Support experience, including 5+ years in leadership roles, the ideal candidate will manage teams, develop customer service strategies, and oversee operational efficiency. This role provides a unique opportunity to lead in a dynamic environment.

Qualifications

• 15 years of experience in Customer Support (Hardware and Software solutions) with at least 5 years in a leadership role.
• Demonstrated ability to manage helpdesk and call center activities.
• Excellent written and verbal communication skills.

Responsibilities

• Lead, mentor, and manage Helpdesk and Call Center teams.
• Oversee daily operations of support teams for adherence to policies.
• Develop strategies to enhance customer satisfaction.

Skills

Leadership & Management

Customer orientation

Technical acumen

Problem-solving mindset

Education

University degree or equivalent

Bachelor’s in computer science or equivalent

Tools

Office suites

Job description

JOB DESCRIPTION

JOB TITLE : Customer Support Manager

DEPARTMENT : Centre of Excellence

REPORTING TO : Centre of Excellence Director

REGION : South Africa

ADDITIONAL INFO : Travel within South Africa and sometimes MEA region will be required.

PURPOSE OF POSITION

To manage the performance of services & support to clients within South Africa and to ensure that Service Level Agreements (SLAs) are achieved. To ensure that customer expectations are met or exceeded within the call centre and help desk teams.

Responsible for ensuring the staff meet and exceed defined metrics, and that standards and processes are followed to provide effective customer service and meet requirements.

Provide accurate revenue forecasts and achieve revenue and profit targets.

KEY RESPONSIBILITIES

1. Leadership & Management: Lead, mentor, and manage the Helpdesk and Call Center teams, ensuring high performance and professional development.
2. Operational Oversight: Oversee daily operations of support teams, ensuring adherence to company policies, procedures, and SLAs.
3. Customer Service Excellence: Develop and implement strategies to enhance customer satisfaction and service quality.
4. Performance Monitoring: Monitor and analyze team performance and contract metrics, providing regular reports and insights to senior management.
5. Process Improvement: Identify and implement process improvements to increase efficiency and effectiveness of customer support operations.
6. Collaboration: Work closely with other departments to ensure a cohesive approach to customer service and support.
7. Training & Development: Train, coach, and mentor team leaders, including talent management and career development.
8. Issue Resolution: Handle escalated customer issues and ensure timely and effective resolution.
9. Revenue Management: Develop and manage budgets, forecast revenue, and implement strategies to achieve financial targets.
10. Partner Management: Establish and maintain relationships with key partners, ensuring alignment with business goals and effective collaboration.

Domain : Fuel dispenser; Automatic Tank Gauging; Forecourt controller; Automation; Electronic Payment; Point of Sale; Back Office; Head Office; software and hardware components.

DELEGATION OF AUTHORITY

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

POSITION RELATIONSHIPS

Internal

• Operations Team
• Finance Team
• Technical Support
• Projects Management Team
• Engineering Team
• Procurement
• Warehouse

External

• Customers (existing & potential)
• Suppliers
• Distributors
• Industry Associations

MEASURES OF PERFORMANCE (INDICATORS)

Leading Indicators : Efficiency

• Remote Fix Rate
• First Time Fix
• Aging Backlog

Lagging Indicators : On Time Delivery

• 95% of agreed customer SLA’s

Finance

• Revenue and profit targets

Building Extraordinary Teams

• Retention
• Internal Fill Rate

PERSONAL QUALIFICATIONS & EXPERIENCE

Education / achievements

• University degree or equivalent
• Bachelor’s in computer science or equivalent is preferred.

Experience / Knowledge

• 15 years of experience in Customer Support (Hardware and Software solutions) with at least 5 years in a leadership role.
• Demonstrated ability to manage helpdesk and call center activities
• Demonstrated ability to manage customers and deliver services to SLAs.
• Demonstrated ability to engage and drive third-party contractors.
• Excellent written and verbal communication skills.
• Practical experience managing diverse teams operating in multiple geographies.
• Problem-solving mindset, ability to work under pressure, and a commitment to continuous improvement.
• Experience working within the petroleum or related industry.

Specific Skills

• Technical acumen
• Stakeholder management
• Advanced computer skills in Office suites
• Training & coaching
• Customer orientation

Potential Skills

• Commercial business acumen
• Management of P&L

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, support, and proven reliability. Major product lines include fuel dispensers, tank gauges, and fleet management systems.

WHO IS VONTIER

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 supporting you with the tools and resources needed to innovate, lead, and thrive both personally and professionally.

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