Customer Support Manager

JOB TITLE: Customer Support Manager

DEPARTMENT: Centre of Excellence

REPORTING TO: Centre of Excellence Director

REGION: South Africa

ADDITIONAL INFO: Travel within South Africa and sometimes MEA region will be required.

PURPOSE OF POSITION

To manage the performance of services & support to clients within South Africa and to ensure that Service Levels Agreements (SLAs) are achieved. To ensure that customer expectations are met or exceeded within the call centre and the help desk teams.

Responsible for ensuring the staff are meeting and exceeding defined metrics, and that standards and processes are followed to provide effective customer service and meet requirements.

Provide accurate revenue forecast and achieve revenue and profit targets.

KEY RESPONSIBILITIES

• Leadership & Management: Lead, mentor, and manage the Helpdesk and Call Center teams, ensuring high performance and professional development.
• Operational Oversight: Oversee daily operations of the support teams, ensuring adherence to company policies, procedures, and service level agreements (SLAs).
• Customer Service Excellence: Develop and implement strategies to enhance customer satisfaction and service quality.
• Performance Monitoring: Monitor and analyze team performance and contract metrics, providing regular reports and insights to senior management.
• Process Improvement: Identify and implement process improvements to increase efficiency and effectiveness of customer support operations.
• Collaboration: Work closely with other departments to ensure a cohesive approach to customer service and support.
• Training & Development: Train, coach and mentor the Team leaders including talent management and career development
• Issue Resolution: Handle escalated customer issues and ensure timely and effective resolution.
• Revenue Management: Develop and manage budgets, forecast revenue, and implement strategies to achieve financial targets.
• Partner Management: Establish and maintain relationships with key partners, ensuring alignment with business goals and effective collaboration.

Domain:

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

DELEGATION OF AUTHORITY

• As per Board-approved DOA and as necessary for functions outside the DOA.

POSITION RELATIONSHIPS

Internal

• Operations Team
• Finance Team
• Technical Support
• Projects Management Team
• Engineering Team
• Procurement
• Warehouse

External

• Customers (existing & potential)
• Suppliers
• Distributors
• Industry Associations

MEASURES OF PERFORMANCE (INDICATORS)

Leading Indicators:

Efficiency

• Remote Fix Rate
• First Time Fix
• Aging Backlog

Lagging Indicators:

On Time Delivery

• 95% of agreed customer SLA’s

Finance

• Revenue and profit targets

Building Extraordinary Teams

• Retention
• Internal Fill Rate

PERSONAL QUALIFICATIONS & EXPERIENCE

Education/achievements

• University degree or equivalent
• Bachelor’s in computer science or equivalent is preferred.

Experience/Knowledge

• 15 years of experience in Customer Support (Hardware and Software solutions) with at least 5 years in a leadership role.
• Demonstrated ability to manage helpdesk and call center activities
• Demonstrated ability to manage customers and deliver services to the SLAs.
• Demonstrated ability to engage and drive 3rd parties contractors.
• Excellent written and verbal communications.
• Practical experience managing diverse teams operating in multiple geographies
• Problem-solving mindset, ability to work under pressure, and a commitment to continuous improvement.
• Experience working within the petroleum or related industry.

Specific Skills

• Technical acumen
• Stakeholder management
• Advanced Computer skills in Office suites
• Training & coaching
• Customer Orientated

Potential Skills

• Commercial Business Acumen
• Management of P&L

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 industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website 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 who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s enable the way the world moves!