NWA Technical Support Engineer
Gilbarco Inc
Casablanca, 08,MA,Africa
il y a 8j

Position Summary

  • To service and repair Gilbarco Veeder Root and other designated products to the highest possible standards in a safe and professional manner.
  • To provide 1st line customer response within the Team / Region.
  • Hands on role, MOST of time being spent in the field.
  • Maximise all opportunities to raise the technical ability and effectiveness of service Engineers in the Region / Team.
  • Liaise with the Projects Manager on all technical matters relating to First Time Fix, SLA, and Backlog.
  • Stand in for the Operations Manager during holidays and absence.
  • Provide technical support and training when and where required.
  • Key Responsibilities

  • Receive daily calls via mail or direct from Call Centre Controllers, undertaking all types of repair calls etc.
  • Liaise with Call Centre Controllers to review daily workload.
  • Liaise with Operations manager & Field Technicians on all matters of concern.
  • Acceptance of Operations manager decisions to co-ordinate other works.
  • Properly escalate unresolved queries to the next level of support.
  • Track, route and redirect problems to correct resources.
  • Update the helpdesk tool.
  • Collect the needed data from the customer to troubleshoot the issue.
  • Provide updates to the customers on the progress and results of the troubleshooting.
  • Follow up with customers, provide feedback and see problems through to resolution.
  • Full responsibility for spares, manuals, and tools required to carry out job.
  • Responsible for all company documentation - correctly completed and legible.
  • Team support during introduction of new equipment or new business activity.
  • Responsible for Technical Support to all Regional / Team personnel.
  • Responsible for appropriate on-site training in liaison with Training Department.
  • Responsible to ensure of using appropriate test equipment and that it is within calibration.
  • Liaise with the Field Manager on all technical matters relating to FTF, SLA & Backlog.
  • Coordinate all Team / Regional actions associated with Van Stock accuracy including inventory cycle counts.
  • Deputise for the Operations manager during holidays and absence.
  • Comply with all company procedures and Health & Safety policies.
  • Be responsible for training new hires, distributors and partners.
  • Be responsible for the quality of work and execution.
  • Carry out regularly audits.
  • Ensure that all required Paper work is properly filled in and stored audit and inspection.
  • Carry out all required assessments.
  • Check that all test instruments are calibrated correctly.
  • Arrange regular technical meetings.
  • Be responsible and available for technical help.
  • Responsibility for company vehicle to comply with company ISO 9002 standards.
  • Able to travel in MENA region and assist in project support and staging phase for new SW deployment in the MENA region.
  • Meet company KPI’s.
  • Comply with company rules and policies.
  • Domain

  • Fuel dispenser; Automatic Tank Gauging; Forecourt controller; Automation; Electronic Payment; Point of Sale; Back Office;
  • software and hardware components


  • Bachelors in Electronics, Electro mechanical, Mechanical, Electrical Engineering or equivalent.
  • Two to Five years of experience in Software / Hardware technical support environments
  • Experience testing and supporting retail fueling or multi-site automation environments
  • Demonstrated ability to manage support process in multiple production environments and architecture platforms
  • Demonstrated ability to manage customers and deliver services
  • Demonstrated ability to engage and drive 3rd parties
  • Excellent written and verbal communication
  • English, Arabic and French Speaking, reading and writing
  • Able to travel in MENA region up to 50% of his time
  • Step 2
    Ajouter aux favoris
    Retirer des favoris
    Mon email
    En cliquant sur « Continuer », je consens au traitement de mes données et à recevoir des alertes email, tel que détaillé dans la Politique de confidentialité de neuvoo. Je peux retirer mon consentement ou me désinscrire à tout moment.
    Formulaire de candidature