Installation Support Agent – Testing

Tracker Connect; Gauteng; On-site; ZAR 360,000 - 540,000; Full time

Job summary

Gilbarco Veeder-Root, a Vontier company, is seeking a Technical Support Specialist in Randburg to deliver end-to-end after-sales technical support for the Mining division, covering hardware and software solutions both remotely and on-site.

You will own incident management, perform root-cause analysis, train internal and external teams, and ensure strict adherence to SLAs while collaborating with cross-functional groups to support product rollouts.

Qualifications

• Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.
• Proficiency in SQL and MS Office.
• Good understanding of electronic and mechanical equipment/components.
• Good understanding of databases.

Responsibilities

• Provide remote and on site support for the technical teams, contractors, distributions and customer with full issue analytics, root cause analysis, resolution and documentation of any identified technical issues
• Ensure all service requests are logged for tracking & reporting purposes.
• Track and update all the calls on ticket logging system.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team
• Track, compile and report out the SLA stats on a weekly basis.
• Daily management, tracking and monitoring for all the reported issues
• Work closely with internal and external teams to track & resolve the tickets
• Conduct technical trainings for internal and external teams on product portfolio including software application and hardware equipments
• Develop training material and content for technical trainings to ensure effectiveness of the trainings
• Conduct quality audits and on spot checks for the sites installed by internal teams or contractors and document all the findings to ensure the installation quality as per the recommended guidelines and standards
• Taking ownership of reported issues and seeing problems through to resolution
• Collaborating with cross-functional teams to support product rollouts.

Skills

Technical skills

Problem solving

Analytical thinking

Communication skills

Mining operations experience

Team collaboration

Education

Electronics Engineering

Electronics & Communications

Electro-Mechanical Engineering

Tools

SQL

MS Office

Database basics

Job description

Technical Support Specialist – Randburg

JOB TITLE: Technical Support Specialist

DEPARTMENT: Technical Support MEA

REPORTING TO: Technical Support Manager MEA

LOCATION: Johannesburg, South Africa

PURPOSE OF POSITION

The technical support specialist is after sales role for Mining division and responsible to drive operational excellence by delivering end to end technical support (Remote and on-site) to the channel partners, end customers and internal teams within agreed parameters across the complete GVR product portfolio including hardware equipment and software solutions.

KEY RESPONSIBILITIES

• Provide remote and on site support for the technical teams, contractors, distributions and customer with full issue analytics, root cause analysis, resolution and documentation of any identified technical issues
• Ensure all service requests are logged for tracking & reporting purposes.
• Track and update all the calls on ticket logging system.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team
• Track, compile and report out the SLA stats on a weekly basis.
• Daily management, tracking and monitoring for all the reported issues
• Work closely with internal and external teams to track & resolve the tickets
• Conduct technical trainings for internal and external teams on product portfolio including software application and hardware equipments
• Develop training material and content for technical trainings to ensure effectiveness of the trainings
• Conduct quality audits and on spot checks for the sites installed by internal teams or contractors and document all the findings to ensure the installation quality as per the recommended guidelines and standards
• Taking ownership of reported issues and seeing problems through to resolution
• Collaborating with cross-functional teams to support product rollouts.

EDUCATION / ACHIEVEMENTS

• Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.
• Proficiency in SQL and MS Office
• Good understanding of electronic and mechanical equipments/ components
• Good understanding of databases

EXPERIENCE / KNOWLEDGE

• 5 years' experience in a similar role
• A high level of technical skillset with ability to grasp new and complex technologies
• Sound understanding of electronic and mechanical controls & operations
• High level of computer literacy.
• Strategic mindset with strong analytical and logical reasoning capabilities
• Ability to comprehend processes, and logically solve problems
• Excellent communication skills, both written and verbal
• Prior experience on mining operations
• Product knowledge on pumps, EMR4, site controllers.

SPECIFIC SKILLS

• A technical person with the ability to convey technical solutions and materials to groups and individuals in a manner that promotes issue resolution.
• Ability to work under pressure and adhere to deadlines in a fast-paced environment
• High attention to detail
• 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

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 technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity,automationand multi-energy technologies.
Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and