Career Opportunities at Gilbarco Veeder Root

PURPOSE OF POSITION

The prime objective of a assistance Field Service Technician is to ensure efficient & effective delivery of technical services & maintenance within the region to achieve operational SLA’s. A high level of focus is given to all regional projects and costs which are monitored and delivered on time, with continues drive to maintaining HSSE standards and compliance.

KEY RESPONSIBILITIES

• Drive compliance to standard work across Installation, maintenance & training of key supported products such as, ATG, E-Fuel, SiteOmate, Enhance and Gilbarco Pumps.
• Calls are resolved first time and been monitored against monthly SLA performance.
• Ensure that quality of work carried out is exceptional at all times, with maintaining housekeeping across fleet & sites.
• High level of professionalism and feedback is maintained.
• Provides detailed, complete information on the inteliserve electronic job card updates, as well as the HEAT call closure updates.
• Report on incident and near misses, as well as finalize the incident investigation process.
• Ensure that safety compliance is always adhered to, by finalizing monthly compliance audits & PTO’s.
• Ensure that safe driving is always practiced, including but not limited to: Over speeding, usage of cellular phones while driving, seat belts etc. and actions are closed out for none conformance, to sustain a 95% driver safety score.
• Ensure that proper PPE is always worn and audited monthly.
• Ensure all call updates are completed within SLA and updates closed out on time, to ensure effective call tracking on the call logging system.
• Ensures the submission of relevant paperwork is submitted on time, to allow call processing and invoicing.
• Ensures their van stock is maintained weekly with, used stock been booked out of each van, with warranty and replenishment stock been tracked correctly. 
• Provide updated and effective feedback to the service desk where required to ensure minimal delayed as well as updated feedback to our clients etc.
• Provide support and guidance to other associates, as and when required.
• Supports and updates the project teams, to ensure quick turn around and feedback were needed.
• Close management of all junior technicians.
• Provide product field exposure and mentors new technician and contractors.
• Conducts regular audits across field technicians, contractor and projects, to ensure compliance and standards are achieved.
• Ensure you drive daily management and utilize the VBS tools to achieve and monitor daily operational targets etc. 

POSITION RELATIONSHIPS

Internal             

• Team Leader
• Project offices
• 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 competition monitoring within stipulated & tracked SLA’s.
• 100% Feedback provided by field and contractor teams to service desk with in stipulated SLA’s.
• 100% Support of all regional teams and contractors within your region.

Lagging -

• First time fixes are monitored and achieved above 95%
• Ensures the required levels of standard works are achieved, to ensure quality at all time,
• 100% housekeeping is maintained across all projects and teams.
• An above normal level of professionalism and integrity is maintained across all teams.
• 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

Required           

Education/achievements   

• Matric with at least N4 in electrical, Mechanical or electronics engineering
•  Diploma in Electrical/Mechanical/Electronics Engineering

Experience/Knowledge        

• At least 3 years working experience helping teams and contractors in a pressured environment.

Specific Skills

• Proven logical problem solving skills 
• Good leadesrhip skills
•  
• Proficient computer skills
• Accuracy, efficiency, and reliability are key skills 
• Ability to communicate quickly and effectively both written and verbal  

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS 

Competency    

Customer Obsessed      

•  Holds others accountable for meeting customer needs
• Continuously improves processes to be more aligned with the customers

Inspiring              

• Clarifies the organization’s vision and strategy to the team, and ensures that efforts are prioritized to support them

Build extraordinary Teams  

• Encourages others to address challenges in new and better ways

Courageous       

• Ensures that others understand how their efforts and contributions make a positive difference

Deliver results  

• Builds a team that has the right mix of skills and leverages the strengths of individual members Celebrates team accomplishments

Adaptable          

• Coaches people on how to take a stand in the face of adversity when they believe in something  

Innovative for Impact    

• Drives a track record of continuous improvement and sustainability

Strategic             

• Creates opportunities for self and others to try new things 
• Applies the lessons from different experiences to new situations

Lead with VBS   

• Builds VBS expertise of the team, establishing and growing capable VBSL support and
• VBS Champion resources that can support the team

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PURPOSE OF POSITION

The Customer Service Assistant is tasked with to drive all the back-office activities necessary to receive, to process and confirm customers’ orders timely, for any customers within the MENA region especially Northwest Africa and for any customer buying Solution driven products offered for the Retails and Fuelling Solutions Industry. The role has the objective to maximize the efficiency in order intake and revenue for the given period and to match customers’ delivery time expectation and to improve or enhance our customer’s experience. He/She is also responsible to manage all outbound customs and trade issues and maintain all relevant customers’ data.

KEY RESPONSIBILITIES

• Full understanding of international trade requirements especially within the Africa region
• Assessing and processing orders with factories and customers
• Evaluation of orders and get necessary approval like pricing, discount, shipping information, etc. before processing orders
• Logging of all orders and tracking details of shipments in Sales Force
• Co-ordinating with factories on production lead times and ensure order readiness
• Attend calls with all factories to understand production issues and discuss ways to improve delivery times 
• Ensuring an appropriate order flow with the compliance to organizational policies
• Co-ordinating with the finance department to resolve invoice and pricing issues
• Monitoring and evaluation of all orders and sales processes as well as provide weekly reports to all customers
• Management of the communication with the sales department and customers
• Working with factory and customers for inspection processes to ensure smooth shipment
• Check the accuracy of the shipping documents and work pro-actively to avoid any issues during custom clearance
• File all documents on respective order folders and share the same with customers, sales, AR team when necessary
• Work with factory / customer on Letter of Credits and provide necessary inputs
• Co-ordinating with forwarders and customers on shipments deliveries
• Logging, monitoring and evaluation of all order issues
• Assistance to Sales teams in obtaining required proforma documents and related information as required

DELEGATION OF AUTHORITY

• As per Board-approved DOA and as necessary for functions outside the DOA. 
• As delegated by the Managing Director, when necessary.

POSITION RELATIONSHIPS

Internal External

• Head of Departments
• Key Accounts Managers
• Regional Sales Managers
• Finance team
• Factories
• Suppliers
• Customers
• Freight agents

MEASURES OF PERFORMANCE (INDICATORS)

• Leading: Customer Retention, Customer Satisfaction
• Lagging: Revenue growth, On time response and delivery

PERSONAL QUALIFICATIONS & EXPERIENCE

Required 

Education/achievements

Degree in relevant field Equivalent Experience

Experience/Knowledge

• 5-year customer service experience 
• Experience in Sales Management
• Experience in Logistics and Supply Chain
• Experience in International Trade
• Knowledge of import/export carriers and customs matters.

Preferred 

• Customer service experience in a similar industry
• Further studies to include Logistics and supply chain.
• Further knowledge to includeInternational Trade
• Experience on Sales Force an advantage

Specific Skills

• Strong Excel dashboard and visual presentation skills
• Significant attention to detail
• Problem solving and decision-making skills.
• Strong interpersonal and communication skills (Verbal & Written)
• Strong teamwork attitude
• Fuel Retail industry knowledge and experience
• Extensive knowledge of internal MRP processes and infrastructure

Language Proficiency

• English - Full Professional Proficiency
• French – Full Professional Proficiency
• Portuguese - Full Professional Proficiency

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS

Competency Descriptors

Customer Obsessed

• Solicits voice of the customer and drives actions to improve customer experience
• Holds others accountable for meeting customer needs
• Addresses gaps in the team’s ability to meet emerging customer needs
• Continuously improves processes to be more aligned with the customers

Inspiring

• Thinks beyond the day-to-day, taking a long-term, big-picture view of the business.
• Clarifies the organization’s vision and strategy to the team, and ensures that efforts are prioritized to support them
• Leads the team to pursue possibilities that will create sustainable value

Build extraordinary Teams

• Nurtures and develops promising ideas through prototyping and experimentation
• Challenges others to develop breakthrough solutions
• Ensures that varied perspectives are included in the process of innovation
• Encourages others to address challenges in new and better ways

Courageous

• Builds energy and optimism in others in support of Our Shared Purpose
• Communicates the vision of the organization in a way that others can relate to and buy into
• Helps others envision a greater sense of what is possible for the organization’s future
• Ensures that others understand how their efforts and contributions make a positive difference

Deliver results

• Builds a cohesive team that drives the goals and success of the organization.
• Communicates clear goals and roles to team members
• Builds a team that has the right mix of skills and leverages the strengths of individual members
• Celebrates team accomplishments

Adaptable

• Coaches people on how to take a stand in the face of adversity when they believe in something
• Confronts tough organizational issues and disagreements
• Delivers difficult messages directly
• Demonstrates the courage to say “no” when necessary

Innovative for Impact

• Sets high expectations and leads others to achieve results through VBS
• Leads others to persist despite setbacks or obstacles Creates a sense of urgency in the team to deliver on time, high quality results with an unwavering commitment to our values and standards of conduct
• Drives a track record of continuous improvement and sustainability

Strategic

• Leads experimentation to find the best solution
• Shares lessons learned from both successes and failures
• Creates opportunities for self and others to try new things
• Applies the lessons from different experiences to new situations

Lead with VBS

• Establish VBS credibility through demonstrating the ability to leading Kaizen events
• Coaches leaders on how to use VBS to address business challenges and opportunities, including selecting the appropriate tool and how to apply to generate results
• Builds VBS expertise of the team, establishing and growing capable VBSL support and
• VBS Champion resources that can support the team
• Willing to seek out subject matter experts in VBS in order to build capability within the organization

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PURPOSE OF POSITION

All procurement-related requirements for the business and related activities should be centralized and managed. The procurement officer's role is to act as a bridge between the company and the supplier. To maintain supplier relationships and guarantee that our vendors contribute to our business strategy. To strengthen OTD and to avoid margin erosion at all times. To oversee all local pricing systems and verify that local pricing remains within proper tolerances. To ensure Gilbarco AFS as well as our selected vendors follow and adhere to business compliances.

KEY RESPONSIBILITIES

• Creating purchase orders in accordance with an internal SLA (24 hours) and distributing them to suppliers after receiving approval
• Weekly business reporting on all active orders with accompanying updated ETDs
• Providing essential input to internal teams outside of weekly open order reporting as needed
• BBBEE certificate management for all providers and broad understanding of the scope of BBBEE 
• Managing and developing relationships with suppliers
• Managing and maintaining current local prices, as well as ensuring that the pricing team has access to the most up-to-date price lists.
• Managing supplier lead times and lead time reduction opportunities – working closely with our Warehouse Manager to avoid and stock outages (related to KanBan)
• Managing agent in charge of all accommodation and travel reservations
• Strategic procurement activities to reduce costs and avoid equipment overcapitalization.
• Price / RFQ processes and negotiations
• Sourcing of vendors as needed.
• Vendors spend segmentation and trends through spend analysis.
• Any further help needed by the company in terms of sourcing and logistics.
• Ability to identify savings and implement related action plans to drive optimal procurement and costs across various business units.

DELEGATION OF AUTHORITY

N/A

POSITION RELATIONSHIPS

Internal External

• Projects team
• Sales team
• Operations team
• Warehouse Team 
• Customer Service Team
• Support Team
• Internal Staff of various departments
• Company Leadership Team (all functions)
• Suppliers Local
• Suppliers International
• Intercompany Factories
• Local and International Distributors
• Freight Forwarding Companies

MEASURES OF PERFORMANCE (INDICATORS)

• Leading: Supplier retention and improvement, Margin protection
• Lagging: On time response and delivery / SSDR (supplier service defect rate reports)

PERSONAL QUALIFICATIONS & EXPERIENCE

Required Preferred

Education/achievements

• Degree in relevant field • Diploma or Degree in relevant field

Experience/Knowledge

Required

• 3-5 years’ experience in Procurement and/or Supply Chain related Role
• In-depth knowledge of Procurement & Sourcing functions.
• Vendor management experience
• Supply chain and Logistics knowledge – imports and exports included.
• SAP Business One experience.

Preffered

• 3-5 years’ experience in Procurement or 
• Supply Chain related Role
• Strong interpersonal and reporting skills
• Procurement / Sourcing / Supply Chain studies.
• Import and export knowledge

Specific Skills

• Attention to detail.
• Strong Excel dashboard and visual presentation skills
• Strong negotiation skills
• Strong analytical skills.
• Strong teamwork attitude
• Strong time management skills

Potential Skills 

ROLE SPECIFIC COMPETENCIES & BEHAVIOURS

Competency Descriptors

Customer Obsessed

• Demonstrates deep understanding for customer expectations
• Holds others accountable for meeting customer needs
• Addresses gaps in the team’s ability to meet emerging customer needs

Inspiring 

• Thinks beyond the day-to-day, taking a long-term, big-picture view of the business
• Leads the team to pursue possibilities that will create sustainable value

Build extraordinary Teams

• Works collaboratively across the business.
• Is viewed as a team player by peers, co-workers and supervisor(s).
• Motivates and engages teammates by asking for their input and listening to their ideas.
• Is engaged and supportive of continuous improvement
• Treats all associates with respect, earns trust, and supports diversity in all of its forms
• Is a team player; understands co-workers’ contributions and recognizes accomplishments

Courageous

• Helps others envision a greater sense of what is possible for the organization’s future
• Ensures that others understand how their efforts and contributions make a positive difference

Deliver results

• Builds a cohesive team that drives the goals and success of the organization.
• Communicates clear goals and roles to team members.
• Builds a team that has the right mix of skills and leverages the strengths of individual members.
• Celebrates team accomplishments.

Adaptable

• Confronts tough organizational issues and disagreements.
• Delivers difficult messages directly.
• Demonstrates the courage to say “no” when necessary.

Innovative for Impact

• Demonstrates deep understanding of customer expectations and end user needs.
• Dedicated to exceeding customer expectations.
• Seeks information from customer feedback to improve.
• Uses unfiltered customer feedback to make improvements in process, products and services.
• Is committed to excellence and understands how daily work impacts the customer.
• Thinks outside the box and advances innovation.
• Willing to stand alone to champion a new idea. 
• Demonstrates sound judgment with ideas that involve risk.
• Listens to new ideas even if he / she disagrees with them.
• Ability to influence and position new ideas, initiatives and innovations

Strategic

•  Leads experimentation to find the best solution
• Shares lessons learned from both successes and failures
• Creates opportunities for self and others to try new things
• Applies the lessons from different experiences to new situations

Lead with VBS

• Displays discipline and logic; utilizes Problem Solving Process (PSP) tools to solve problems.
• Uncovers and clearly articulates the problem that needs to be solved.
• Looks beyond the obvious symptoms to uncover their underlying root cause (5 Whys). 
• Prioritizes problems for solutions based on highest impact.
• Has capability and capacity to set goals that stretch self and peers.
• Consistently drives high quality, on-time results.
• Demonstrates the sense of urgency and the flexibility needed to achieve results; immediate impact.
• Organizes and prioritizes to drive results.
• Does not let perfect get in the way of better