Invenco by GVR is seeking a highly motivated, technically proficient, and experienced customer support manager to join and lead the Invenco Technical Support Team and Helpdesk.

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You will ensure the delivery of high-quality service, adherence to service level agreements, and the effective resolution of reported customer issues. You will collaborate closely with cross functional departments such as Product, Engineering, and Onboarding to improve processes, provide valuable input for design solutions, and drive customer satisfaction. You will employ your customer support expertise to identify the call volume trends and enhance the team’s knowledge and skills. You are ready to strategize and lead team growth across multiple regions. You will work to enhance services and functionality through innovative technology and visionary view of future capabilities.

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What You Will Do (Job Responsibilities)

\n\nEnsure the team meets or exceeds service level agreements (SLA’s) for response times and issue resolution.\nAnalyze customer support data and metrics to identify call trends and implement improvement strategies.\nServe as an escalation point for technical and/or critical customer issues.\nEstablish relationships with high priority customers and lead their associated strategic projects.\nPartner with Engineering to identify challenges and improvement opportunities with new product ideas to streamline upcoming support and prepare for new releases.\nProvide ongoing continual improvement relating to tools, efficiency, quality, and team performance.\nCollaborate with cross functional departments to relay customer feedback and achieve the goal of customer satisfaction.\nIdentify potential future needs of team and provide recommendations for growth and skill set expansion.\nLead, train, and mentor a team of technical helpdesk specialists and senior customer support analysts, promoting a collaborative and high-performing environment.\nUtilize JIRA to manage technical customer reported issues and escalation process flows.\nMaintain comprehensive knowledge of our products to provide guidance to team members and customers.\nTravel to key customers, as needed.\n\n

 

\n10+ years’ work experience in customer support management experience required.\n5+ years’ experience leading technical support center for Fortune 500 companies/customers.\nStrong data management, data analysis, and data collection abilities.\nExcellent problem-solving skills.\nProven ability to handle escalated customer issues effectively.\nDemonstrated proficiency in customer POS and EPS systems.\nA results-driven individual who thrives in a competitive arena. \nAn out of the box thinker who is courageous and not afraid of going against the grain.\nAbility to create an environment of individual growth and teamwork.\nKnowledge of principles and processes for providing customer services including needs assessment, quality standards, and evaluation of customer satisfaction.\nStrong JIRA experience to support your customer escalation process and provide SLA adherence.\nA bachelor’s degree is preferred, but not required.\n\n

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#L1-CB2

Invenco by GVR is a business unit of Gilbarco Veeder-Root driving growth globally through retail solutions strategy, point-of-sale (POS) & payment solutions and cloud platforms to expand the company’s convenience retail offering. Gilbarco Veeder-Root 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 Veeder-Root has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, point-of-sale systems, consumer facing technologies, payment solutions, tank gauges, retail software development and integration and fleet management systems. 

WHO IS VONTIER

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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 www.vontier.com.

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#LI-CB2

\"Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.\"