Remote Automation Support Manager MEA

JOB TITLE:Remote Automation Support Manager MEA

DEPARTMENT: Service Delivery Management – Centre of Excellence

REPORTING TO: Service Delivery Manager

REGION: Middle East & Africa 

ADDITIONAL INFO: Travel within the MEA region may be required.

PURPOSE OF POSITION

To manage the performance of services & support to clients within the MEA region and to ensure that Service Levels Agreements (SLAs) are achieved. To ensure that customer expectations are met or exceeded

KEY RESPONSIBILITIES

• Ensure SLAs within the region are met and the customer expectations are managed professionally.
• Monitor the Support processes to improve team efficiency and performance.
• Oversee 100% of the requests and incidents.
• Manage and coordinate urgent and complicated remote support issues.
• Act as first level of escalation for requests and incidents related to Remote Support in MEA.
• Responsible to train, coach, and mentor Remote Automation Support Team
• Oversee staff activities and improve team productivity
• Provide data and reporting of KPI’s, trends, recommendations, weekly, monthly, and as needed.
• Monitor SLA out of scope activities and ensure accuracy.
• Manage SLA stocks at distributor warehouses and ensure minimum stock levels.
• Monitor the on-ground team(s) performance and take necessary actions to support their performance
• Advise management on situations that may require additional client support or escalation.
• Manage warranty claims between customers/distributors and GVR factories.
• Manage vendor relationships as it depends on daily operational needs. 
• Work closely with project team to assure proper handover from projects to support and decrease any potential issues from implementation
• Work closely with Application Support Specialist to resolve identified recurrent issues and accountable to decrease the average tickets per site
• Monitor customers’ activities and trends in tickets raised to identify the user’s challenges gaps and close them with the customers to decrease the average tickets per site

PERSONAL QUALIFICATIONS & EXPERIENCE 

Education/achievements

• Engineering Certificate: (Electrical, Mechatronics, Mechanical, Software, Computer, IT, IT infrastructure).Infield experience for remote support

Experience/Knowledge

• 6+ years of experience in Software / Hardware support environments.
• Experience testing and supporting retail fuelling or multi-site automation environments.
• Demonstrated ability to manage support processes 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 communications in English, French, and Arabic
• Practical experience managing diverse teams operating in multiple geographies.
• Experience working within related industry.
• IT support related certifications (ITIL ver4, MS SQL data analytics, etc…)
• HSE Certification (UKPIA, OSHA, etc..)

Specific Skills

• Technical acumen 
• Stakeholder management
• Advanced Computer skills in Office suites
• Training & coaching
• Customer Orientated
• Automation

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. Our five operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, and Hennessy Industries—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.

Energized by our shared purpose and values, we have a strong culture shaped by a deep organization-wide commitment to inclusion, diversity, and equity (ID&E) and corporate responsibility. Eight vibrant global employee resource groups serve as powerful focal points for connection, community, and advocacy, and we actively support community causes through Vontier Cares. We offer flexible remote and in-person, open-space work options.

The Vontier Business System (VBS), our engine for success and our competitive advantage, powers every aspect of our business performance through a continuous improvement mindset. As we look to the future, we will continue to evolve VBS to prepare our teams for new challenges and opportunities, and to stay on the forefront of changing technologies through fast iteration and focused experimentation. To learn more about us visit: www.vontier.com