Technical Support Engineer

**JOB TITLE: Technical Support Engineer**

**DEPARTMENT: Retail, Operations**

**REPORTING TO: Regional Service Manager**

**LOCATION: KSA**

**PURPOSE OF POSITION**

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

**KEY RESPONSIBILITIES**
- Track and report HSE activities for the team monthly
- Manage day to day plan for maintenance calls
- Track in-scope / out-scope maintenance activities
- Manage spare parts replacement & warehouse management.
- Tech support for GVR partner on ground
- Manage new installations

**POSITION RELATIONSHIPS**

**Internal**
- Team Leader / Service Manager
- Project office
- Engineering
- Other internal Gilbarco AFS departments

**External**
- Oil companies
- Sub-Contractors
- Branded Marketers
- Commercial and private use clients
- Government & Municipalities

**MEASURES OF PERFORMANCE (INDICATORS)**

**Leading**
- 100% HSSE compliance.
- 98% Calls completion monitoring within stipulated & tracked SLA’s.
- 100% Feedback provided to service desk with in stipulated SLA’s.
- 100% Support of all teams, within your region

**Lagging**
- First time fixes are achieved above 95% of all there calls attended to in the month.
- Compliance around product standard work requirements, to ensure quality at all time.
- 100% housekeeping is maintained across all site, projects and company assets.
- An above normal level of professionalism and integrity.
- Importance on been punctual at all times, with an aim at achieving 100% planned response time.
- 100% Accuracy, completion and submission across all paperwork and audits submissions

**PERSONAL QUALIFICATIONS & EXPERIENCE**

**Education/Achievements**

**R**equired**
- Engineering degree (electronics and communication, electrical is preferred)

**Preferred**
- Diploma in Electrical/Mechanical/Electronics Engineering

**Experience/Knowledge**

**R**equired**
- 1-3 years working experience within a service-based industry

**Preferred**
- Forecourt maintenance experience is a plus

**Specific Skills**

**R**equired**
- Proven logical problem-solving skills
- Basic IT knowledge
- Good leadership skills
- Proficient computer skills
- Accuracy, efficiency and reliability are key skills
- Ability to communicate quickly and effectively both written and verbal
- Driving license is a must

**ROLE SPECIFIC COMPETENCIES & BEHAVIOURS**

**Customer Driven**
- Gains insight into customer needs.
- Identifies opportunities that benefit the customer.
- Builds and delivers solution that meet customer expectation.
- Establishes and maintains effective customer relationships.

**Collaborative**
- Works cooperatively with others across the organization to achieve shared objectives.
- Represents own interest while being fair to others and their areas.
- Partners with others to get work done.
- Credits others for their contributions and accomplishments.
- Gains trust and support of others.

**Inclusive**
- Seeks to understand different perspectives and cultures.
- Contributes to a work climate where differences are valued and supported.
- Applies others’ diverse experiences, styles, backgrounds, and perspectives to get results.
- Is sensitive to cultural norms, expectations, and ways or communicating.

**Accountable**
- Follows through on commitments and makes sure others do the same.
- Acts with a clear sense of ownership.
- Takes personal responsibility for decisions, actions and failures.
- Establishes clear responsibilities and processes for monitoring work and measuring results.
- Designs feedback loops into work.

**Champions VBS**
- Identifies and creates the processes necessary to get work done.
- Separates and combines activities into efficient workflow.
- Seeks ways to improve processes, from small tweaks to complete reengineering.
- Is a simplifier, focused on cutting through complexity.
- Prioritizes to the critical few - focuses on what matters most.

**Self-Aware**
- Reflects on activities and impact on others.
- Proactively seeks feedback about shortcomings.
- Admits mistakes and gains insight from experiences.
- Knows strengths, weaknesses, opportunities, and limits.

**Pioneering**
- Comes up with useful ideas that are new, better, or unique.
- Introduces new ways of looking at problems.
- Can take a creative idea and put it into practice.
- Encourages diverse thinking to promote and nurture innovation.

**Agile**
- Learns quickly when facing new situations.
- Experiments to find new solutions.
- Takes on the challenge of unfamiliar tasks.
- Extracts lessons learned from failure and mistakes.
- Bounces back from setbacks and failure.

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 com