Remote Automation Support Specialist - KSA National

Overview

Remote Automation Support Specialist - KSA National. Join to apply for the Remote Automation Support Specialist - KSA National role at Vontier. JOB TITLE : RASS (Remote Automation Support Specialist) DEPARTMENT : Remote Automation Support REPORTING TO : Remote Automation Support Manager Responsibilities

Responsible for the first level support of customers and distributors in the region by responding to their requests and resolving their issues in a timely manner. Respond to technical assistance requests via logged tickets, emails, or phone. Research customer’s inquiries and questions using available information resources and advise customers on best practice and actions. Follow standard Support process and procedures. Collect the needed data from the customer to troubleshoot the issue. Diagnose remotely and provide basic troubleshooting of the issue reported. Properly escalate on time unresolved queries to the next level of support (RASE). Track, route and redirect problems to correct teams and resources. Manage support through 3rd parties. Provide updates to the customers on the progress and results of the troubleshooting. Utilize excellent customer service skills and exceed customers’ expectations. Ensure proper recording, documentation, resolution, and closure of all issues. Develop and grow knowledge of Remote Support procedures, products, and services. Monitor and report on all related Remote Support KPI’s to meet and exceed the target from initial response, remote fix rate, first time fix, resolution time and SLA targets. Follow-up on warranty claims raised by the customers and make sure to be reported to factories on time Follow-up with factories to get updates on the warranty claims and keep the customers updated Be responsible to prepare weekly status report for warranty claims. All tasks that will be assigned by Remote Automation support Manager related to the department responsibilities. Qualifications and Experience

Education / achievements

Required : Entry level of Engineering and / or Engineering certificate : Electrical, Mechatronics, Mechanical, Software, Computer, IT, IT infrastructure. Preferred : In-field experience for remote support. Experience / Knowledge

Required : Fresh or less than 3 years experience in Software / Hardware Help Desk support environments. Follow support process 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 communication in English. Preferred : Excellent written and verbal communication in French & Arabic languages. Specific Skills

Required : Remote Diagnosis and problem troubleshooting. Incident Management. Problem identification. Software and Hardware knowledge. Preferred : Automation. Role-Specific Competencies & Behaviours

Customer Obsessed

• Solicit voice of the customer and drive actions to improve customer experience; hold others accountable; address gaps; continuously improve processes. Inspiring
• Thinks beyond day-to-day; communicates vision and strategy; leads to create sustainable value. Build extraordinary Teams
• Nurture ideas, prototype, include diverse perspectives, encourage better problem solving. Courageous
• Builds energy and optimism; communicates the vision; helps others see possibilities. Deliver results
• Build and lead a cohesive team; set clear goals; celebrate achievements. Adaptable
• Coach resilience; deliver difficult messages; say “no” when necessary. Innovative for Impact
• Set high expectations; drive continuous improvement; ensure timely, quality results. Strategic
• Lead experimentation; share lessons; apply learnings to new situations. Lead with VBS
• Establish VBS credibility; coach leaders on using VBS to address challenges; build team capability. About 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. About Vontier

Vontier (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 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 equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally. Together, let’s enable the way the world moves!

Seniority level Entry level Employment type Full-time Job function Engineering and Information Technology Industries : Transportation Equipment Manufacturing Note : This refined description removes boilerplate and duplicate sections, consolidates information into clear sections, and ensures compliance with formatting guidelines.

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