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Product Support Specialist (Dispensers, Equipment)

Company Name:
Veeder-Root
Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities.
Gilbarco is a leading global supplier of fuel dispensing equipment, fully integrated point of sale systems for the global petroleum marketplace with sales, manufacturing, research, development, and service locations in North and South America, Europe, Asia, the Pacific Rim and Australia.
Veeder-Root is the world''s leading supplier of automatic tank gauging and fuel management systems and one of the few companies in the industry to design, manufacture and service its own products; supplying and integrating the broadest range of new and proven technologies to reduce cost of ownership, enhance environmental integrity, and improve performance and profitability for petroleum marketers and commercial fueling enterprises worldwide. Veeder-Root presently has tank monitoring systems in more than 500,000 underground storage tanks around the globe; with products and services being used to meet the regulatory compliance and business management requirements of major oil companies, large truck fleets, car rental companies, airports, package delivery companies, federal, state and local governments, public utilities, industrial companies, and thousands of small underground and aboveground storage tank owners.
Equal Opportunity Employer M/F/D/V
_Purpose of Position_
To ensure reliability and serviceability for New Product Introduction and Production products by maintaining the flow of technical information between Gilbarco and Gilbarco's Distributor network, Authorized Service Contractors (ASC), and end-users.
II. _Key Responsibilities_
Internal Product Support
Complete assignments from the Product Support Manager through following instructions, standard work, and pre-established guidelines. Proactively pursue solutions to accomplish goals.
Communicate progress on objectives and development plans.
Serve as a back-up when other members of the Product Support team are not available.
Apply Product Support processes, procedures, and best practices for effective product launch to the field
Ensure all changes to field are properly documented and distributed to appropriate recipients (GOLD, TRP bulletins, etc.) __
New Product Introduction
Participate on New Product Introduction (NPI) project teams. Take ownership and accountability for assigned Product Support deliverables to ensure completion based on the Accelerated Product Development (APD) Process.
Complete scope of work and/or work estimate plans requested by NPI Project Mgrs and Commercial Services team. __
During Engineering Beta field trials, serve as an escalation point to investigate reported problems from field trial sites.
Participate in installation and/or monitoring of Alpha, Beta, and Gamma field trials.
Ensure important product information and training are communicated to Product Support, Technical Assistance Center (TAC), Support Center, Technical Training, and Field Engineers.
Participate in curriculum development for technical training and support training activities in the field and at GVR as required.
Support the development and creation of required technical documentation, which may vary from program to program.
Support, host, and lead training and knowledge transfer programs with other team members on NPI teams for internal and external associates and channel partners.
Support Manager.
External Support - When the need arises for higher-level field support or research into an unresolved field issue, this individual will be evaluated on the timely response and resolution of the issue.
Internal Communications - This individual should develop and maintain strong working relationships with internal departments (i.e. Engineering, Marketing, Tech Support, Technical Communication, etc.) to enable clear communication of the current status of field trials and other issues.
Internal Support - When the need arises for technical expertise on assigned products from internal departments (i.e. Sales, Marketing, Service, Engineering, etc.) this individual will provide timely and accurate support to requesting departments and to fellow Product Support Specialists, as prioritized by Product Support Manager.
Ownership of assigned tasks - Driven and motivated to not only complete tasks on time, but to strategically evaluate the service realm of responsibility to ensure the correct solutions are in place.
Application of problem solving expertise to drive to root cause, and implement documentation & communication that prevents the same issues from occurring again.
Leadership within project teams and within Service group.
Proactive - reaches out for information and takes ownership to get required inputs rather than waiting for it to be provided.
Positively perceived in the eyes of customers through courteousness, respect, and responsiveness to their needs.
Successfully identify problems and opportunities, monetize the importance to the customer and to the GVR business, and to present creative solutions for business growth and enhanced Service.
Ideal candidates will have:
Associate Degree in a technical field _(or equivalent work experience)_.
Minimum 2 years experience in technical customer support.
Strong knowledge of Gilbarco Products, specifically Passport, forecourt communication and systems, and dispensers.
Excellent written and oral communication skills.
Must be able to interpret engineering drawings, schematics and specifications.
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Good facilitation and conflict resolution skills.
Excellent Problem Solving process required.
Experience with new product development preferred.
VI. _Tools & Technology_
Office suite software - Microsoft Office __
Presentation software - Microsoft PowerPoint (Visio preferred) __
Configuration management software - Automated installation software __
Database user interface and query software - Database software; Microsoft SQL Server __
Desktop communications software - Remote control software; File Transfer applications __
Danaher is a global science and technology innovator committed to helping our customers solve complex challenges and improve quality of life around the world. Our family of world class brands have unparalleled leadership positions in some of the most demanding and attractive industries. Our team of 66,000 associates around the globe is united by the Danaher Business System which serves as our ultimate competitive advantage. In 2013, we generated $19.1 billion in revenue, earning a spot on the Fortune 200 list. During the past 20 years, our stock has outperformed the S&P; 500 Index by nearly 2,800 percent.
Organization: Gilbarco Veeder-Root
Job Function: Customer Service
Primary Location: North America-United States-NC-Greensboro
Schedule: Full-time
Req ID: GIL000878

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