JOB TITLE: Technical Support Engineer

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DEPARTMENT: Retail, Operations

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REPORTING TO: Regional Service Manager

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LOCATION: KSA

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PURPOSE OF POSITION

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To provide a professional first technical point of contact for the customer. Diagnose fault-related cases. Manage field service technicians to meet performance objectives.

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KEY RESPONSIBILITIES

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·       Applying GVR HSE policies, and accountable for the technician’s commitment

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·       Track and report HSE activities for the team monthly

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·       Manage day to day plan for maintenance calls

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·       Track in-scope / out-scope maintenance activities

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·       Manage spare parts replacement & warehouse management.

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·       Tech support for GVR partner on ground

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        ·       Manage new installations

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POSITION RELATIONSHIPS

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Internal

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·        Team Leader / Service Manager

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·        Project office

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·        Engineering

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·        Other internal Gilbarco AFS departments

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External

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·        Oil companies

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·        Sub-Contractors

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·        Branded Marketers

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·        Commercial and private use clients

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         ·        Government & Municipalities

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MEASURES OF PERFORMANCE (INDICATORS)

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Leading

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·       100% HSSE compliance.

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·       98% Calls completion monitoring within stipulated & tracked SLA’s.

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·       100% Feedback provided to service desk with in stipulated SLA’s.

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        ·       100% Support of all teams, within your region

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Lagging 

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·       First time fixes are achieved above 95% of all there calls attended to in the month.

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·       Compliance around product standard work requirements, to ensure quality at all time.

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·       100% housekeeping is maintained across all site, projects and company assets.

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·       An above normal level of professionalism and integrity.

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·       Importance on been punctual at all times, with an aim at achieving 100% planned response time.

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        ·      100% Accuracy, completion and submission across all paperwork and audits submissions

PERSONAL QUALIFICATIONS & EXPERIENCE

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Education/Achievements 

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Required

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·        Engineering degree (electronics and communication, electrical is preferred)

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Preferred

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·        Diploma in Electrical/Mechanical/Electronics Engineering

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Experience/Knowledge

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Required

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·        1-3 years working experience within a service-based industry

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Preferred

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·        Forecourt maintenance experience is a plus

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Specific Skills

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Required

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·        Proven logical problem-solving skills

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·        Basic IT  knowledge

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·        Good leadership skills

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·        Proficient computer skills

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·        Accuracy, efficiency and reliability are key skills

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·        Ability to communicate quickly and effectively both written and verbal

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·        Driving license is a must

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ROLE SPECIFIC COMPETENCIES & BEHAVIOURS

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Customer Driven

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·       Gains insight into customer needs.

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·       Identifies opportunities that benefit the customer.

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·       Builds and delivers solution that meet customer expectation.

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·       Establishes and maintains effective customer relationships.

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Collaborative

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·       Works cooperatively with others across the organization to achieve shared objectives.

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·       Represents own interest while being fair to others and their areas.

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·       Partners with others to get work done.

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·       Credits others for their contributions and accomplishments.

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·       Gains trust and support of others.

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Inclusive

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·       Seeks to understand different perspectives and cultures.

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·       Contributes to a work climate where differences are valued and supported.

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·       Applies others’ diverse experiences, styles, backgrounds, and perspectives to get results.

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·       Is sensitive to cultural norms, expectations, and ways or communicating.

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Accountable

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·       Follows through on commitments and makes sure others do the same.

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·       Acts with a clear sense of ownership.

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·       Takes personal responsibility for decisions, actions and failures.

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·       Establishes clear responsibilities and processes for monitoring work and measuring results.

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·       Designs feedback loops into work.

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Champions VBS

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·       Identifies and creates the processes necessary to get work done.

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·       Separates and combines activities into efficient workflow.

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·       Seeks ways to improve processes, from small tweaks to complete reengineering.

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·       Is a simplifier, focused on cutting through complexity.

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·       Prioritizes to the critical few – focuses on what matters most.

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Self-Aware

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·       Reflects on activities and impact on others.

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·       Proactively seeks feedback about shortcomings.

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·       Admits mistakes and gains insight from experiences.

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·       Knows strengths, weaknesses, opportunities, and limits.

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Pioneering

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·       Comes up with useful ideas that are new, better, or unique.

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·       Introduces new ways of looking at problems.

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·       Can take a creative idea and put it into practice.

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·       Encourages diverse thinking to promote and nurture innovation.

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·       Anticipates and adopts innovative digital and technology applications.

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Agile

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·       Learns quickly when facing new situations.

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·       Experiments to find new solutions.

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·       Takes on the challenge of unfamiliar tasks.

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·       Extracts lessons learned from failure and mistakes.

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·       Bounces back from setbacks and failure.

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Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities. Veeder-Root is the world's leading supplier of automatic tank gauging and fuel management systems and one of the few companies in the industry to design, manufacture and service its own products; supplying and integrating the broadest range of new and proven technologies to reduce cost of ownership, enhance environmental integrity, and improve performance and profitability for petroleum marketers and commercial fueling enterprises worldwide.

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Ourfive operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, MatcoTools, and Hennessy Industries—are united by a powerful purpose: mobilizing the future to create a betterworld. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail andcommercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’spioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.