Technical Support Specialist at Vontier

KEY RESPONSIBILITIES

• Provide tech support for all C&I issues reported and ensure resolution
• Taking ownership of reported issues and seeing problems through to resolution
• Ensure all service requests are logged for tracking & reporting purposes.
• Track and update all the calls on ticket logging system.
• Track, compile and report out the SLA stats on a weekly basis.
• Work closely with internal and external teams to track & resolve the tickets
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Train the internal and external teams on the products/ solution offered in line with the department objectives
• Run quality audit and inspection on sites as part of quality management program
• Collaborating with cross-functional teams to support product rollouts.
• Follow up with internal stakeholders and customers, provide feedback and see problems through to resolution.
• Participate in Problem Management to help detecting recurrent and major incidents, contribute to the problem analysis and resolution and documentation

PERSONAL QUALIFICATIONS & EXPERIENC

Education/achievements   

• Degree in Electronics or Electronics & Comm or Electro-Mechanical Engineering.
• Proficiency in SQL.         
• Good understanding of databases

Experience/Knowledge        

• 3-5 years’ experience in a similar role.
• Clear understanding of integration processes and methods as well as understanding of networking.
• Understanding of dataflow and communication protocols
• Strong analytical skills
• Excellent written and verbal communication in English
• Experience from the similar industry
• Understanding of Mechanical operations