Purpose of the position
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Our customer journey extends beyond purchasing our products and services, it’s complemented by the support given to them to ensure they can continually and consistently deliver services to their customers. As one of our Helpdesk Technicians you will provide remote based diagnostic technical support and resolution for customers to enable forecourt sites to remain operational across the GVR customers base in Europe in the most effective and cost-efficient manner by minimizing efforts to resolve. This will include POS, Backoffice systems, Payment terminals, payment systems, forecourt controllers, and IT and cloud-based specific applications. Also support to Field technicians needs to be provided. The focus of this role is to resolve problems in a timely manner without the need to dispatch a Field Service Engineer, within the contractual SLA (Service Level Agreement) to ensure Customers full satisfaction. In case of new problems identified, analysis, log collection and proper escalation to next level of support is required, as well as follow up and full ownership until the problem is resolved at site and the customer has acknowledged the resolution.
A highly focused customer service role you will regularly communicate externally with customers and internally with colleagues to establish resolution.
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Key Responsibilities
\n\n\n\n\nProactively access the GVR helpdesk portal to review logged calls and triage appropriately establishing priorities guidelines for the relevant contract within the service level agreement (SLA).
\n\n\n\n\n\n\nTo verify if the initial customer logged issue still exists and dial in remotely to resolve. If a remote fix is unachievable, then escalate or send on site Field Engineer, depending on type of contract.
\n\n\n\n\n\n\n\n\nTo gather and log all information concisely and accurately i.e., initial problem description, resolution provided and knowledge base
\n\n\n\n\n\n\nTo update each customer’s call management portal/intranet, as appropriate, when remote fixes are completed.
\n\n\n\n\n\n\nTo provide excellent customer service to customers, managing expectations sensitively and communicating clearly throughout, so they are reassured and aware of what is next stages and timescales.
\n\n\n\n\n\n\nTo support onsite customer representatives through disaster recovery procedures and system update procedures.
\n\n\n\n\n\n\nAssist third parties Service Engineers with technical consultations.
\n\n\n\n\n\n\nCarry out trend analysis on repeat alarms and identify root cause and work with other internal teams to resolve.
\n\n\n\n\n\n\nPropose to Team Leader any needed standard work documentation for remote fix scripts & diagnostic support and to update the shared technical Knowledge Base for each product.
\n\n\n\n\n\n\nTravel on demand, occasionally (Customer / Partner, GVR Companies or other location if needed)
\n\n\nUndertake any other duties that are required commensurate with the role and to support the wider team.
\n\n\n\n\n\nKnowledge, Skills and Experience
\n\n\n\n\nGood skills in spoken and written Italian and English, able to communicate verbally and in writing with confidence and clarify, communication skills.
\n\n\n\n\n\n\nPrevious experience within a helpdesk/technical support environment or a relevant recognized qualification in an IT related subject matter.
\n\n\n\n\n\n\nBe proficient with Microsoft Office applications and have knowledge of IT systems/portals and have a naturally inquisitive technical aptitude
\n\n\n\n\n\n\nExperience of system development and/or remote support
\n\n\n\n\n\n\nExperience of the Windows platform and advanced Networking skills (CCNA Cisco certification preferred)
\n\n\n\n\n\n\nIT Domain knowledge
\n\n\n\n\n\n\nExperience of relational databases is a nice to have
\n\n\n\n\n\n\nDevOps basic skills (Cloud AWS)
\n\n\n\n\n\n\nCloud products knowledge and tools knowledge.
\n\n\n\n\n\n\nProblem-solving attitude.
\n\n\n\n\n\n\nOn-Site devices knowledge, connectivity tools knowledge.
\n\n\n\n\n\n\nAbility to demonstrate excellent customer contact handling skills, demonstrating empathy, support coupled with active listening skills to ascertain facts and work through resolutions.
\n\n\n\n\n\n\n\n\nBe persistent, resilient, and patient, recognizing that some individuals you are supporting may be under pressure and possess less technical skills
\n\n\n\n\n\n\nAble to prioritize and multitask effectively and work to tight deadlines
\n\n\n\n\n\n\nHave excellent attention to detail and accuracy
\n\n\n\n\n\n\nSelf-driven and work independently, but able to work constructively in a team, focusing on solutions to improve service levels
\n\n\n\n\n\n\nFlexibility in work Schedule
\n\n\n\n\n\n\nSelf-Learning and proficiency utilizing research manuals and tools to find answers
\n\n\n\n\n\n\nTo comply with the Health, Safety and Environment (HSE) Policy (Vontier, GVR & local country)
\n\n\n\n\n\n\nTo comply with the Vontier Code of Conduct.
\n\n\n\nWHO IS INVENCO by GVR
\nInvenco by GVR is a dynamic and innovative force in the technology-driven retail solutions. Born from integrating groups within the Gilbarco Veeder-Root network and the strategic acquisition of technology companies worldwide, our foundation is built on tech expertise. With a diverse set of industry leaders including Orpak, Invenco, Insite360 & GVR, we have formed a network of excellence. Our team members are located in over 20 countries and we are proud of the global diversity of our teams.
WHO IS VONTIER
\nVontier (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.
\nAt Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.
\nOur 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.
\nJoin 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.
\nTogether, let’s enable the way the world moves!