About this role
Respond to customer enquiries, service requests, and complaints in a timely and professional manner.
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Provide phone-based and written support across Gilbarco Veeder-Root products and services.
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Troubleshoot customer operating and technical issues using available systems, manuals, procedures, and reference material.
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Identify the most effective resolution for customer issues and resolve matters at first point of contact where possible.
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Escalate unresolved or more complex issues in line with established processes.
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Provide customers with clear advice, updates, and next steps relating to their issue or request.
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Verify that proposed solutions have resolved the customer’s issue through follow-up by phone or email where required.
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Take ownership of customer requests and service calls, ensuring timely follow-up, accurate action, and appropriate escalation.
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Record customer interactions, troubleshooting actions, service notes, and outcomes accurately and promptly in relevant systems, including Astea or successor platforms.
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Maintain complete and accurate job, site, and customer records to support service delivery and communication with internal stakeholders.
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Resolve customer complaints promptly, professionally, and in accordance with company processes, escalating where necessary.
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Work cooperatively with Field Service Technicians, Installation teams, Controllers, the local Supervisor, the Team Leader based in Australia, and other departments to support service resolution.
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Maintain accurate customer information and database records.
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Participate in team meetings, scheduled training, cross-training, and competency assessments as required.
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Share knowledge and support team members to promote consistent service delivery.
Maintain adherence to roster, schedule, and attendance requirements.
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Meet service quality, productivity, and accuracy expectations in accordance with business requirements.
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Contribute to service improvement by identifying recurring customer issues and opportunities to improve processes and customer experience.
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Complete project work and other reasonable duties as requested by management.
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Represent Gilbarco Veeder-Root professionally in all customer and stakeholder interactions.
Strong customer service focus.
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Strong verbal and written communication skills.
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Strong listening skills.
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Sound analytical and problem-solving capability.
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Ability to make effective and timely decisions.
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Strong attention to detail and accuracy in administration and data entry.
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Ability to manage competing priorities in a fast-paced service environment.
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Ability to work collaboratively across teams and functions.
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Ability to learn and apply product, system, and process knowledge.
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Diploma or higher education study, completed or in progress.
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Minimum 3 years’ experience in a service-related industry.
WHO IS 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.
WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.
Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.
With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com
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 working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.
Together, let’s power the way the world moves!