at Vontier in Springfield, Illinois, United States
Job Description
THIS ROLE REQUIRES UP TO 80% OF TRAVEL AS NEEDED. A COMPANY VEHICLE IS PROVIDED (4X4 for this territory specifically).
THE CANDIDATE MUST BE CURRENTLY LOCATED IN ONE OF THE FOLLOWING STATES: IDAHO (HIGHLY PREFERRED), WASHINGTON, MONTANA OR OREGON.
Job Description:
+ Diagnose complex technical issues: Responsible for investigating customer issues that are beyond the capabilities of existing internal and external trained technical resources, leveraging your deep technical expertise to collaborate with diverse stakeholders (Sales, Distributors, Service Contractors, Operations, Product Support, Engineering, and End-Users) to identify root causes and implement corrective actions for equipment and service malfunctions.
+ Provide expert technical support: Leverage your deep technical understanding of GVR equipment, competitor equipment interfaces, and standard gas station convenience store equipment to diagnose problems, develop comprehensive solutions, and ensure customer satisfaction.
+ Drive product improvement: Partner with Engineering, Marketing, and Distributors to support customer labs, product field trials, and industry trade shows. Analyze real-world applications to contribute insights for development, design and refinement regarding GVR products and services.
Key Responsibilities
+ Lead complex technical troubleshooting: For problems that are beyond the capabilities of existing internal and external trained technical resources , independently diagnose and resolve equipment and service malfunctions, leveraging your technical expertise to identify root causes and implement effective corrective actions.
+ Collaborate with diverse stakeholders: Maintain open communication with Sales, Distributors, Service Contractors, Operations, Product Support, Engineering, End-Users and other industry partners to gather information, manage expectations, and ensure successful issue resolution.
+ Manage customer support projects: Oversee all technical aspects of customer meetings, onsite testing, data collection, training initiatives, field trials, and trade shows. Ensure strict adherence to GVR, customer, and all applicable state and federal environmental and compliance regulations while delivering exceptional technical expertise.
+ Develop and deliver technical expertise: Analyze field data to identify trends and contribute insights for product improvement and service enhancements. Conduct Certified Trainer Audits, mentor ASC technicians, and prepare comprehensive reports using GVR-provided tools. Additionally, you will be responsible for reviewing and providing feedback on the large projects playbook to ensure its effectiveness and accuracy in supporting complex customer projects.
+ Provide Internal Technical Support: Collaborate with Sales, Product Support & Engineering (PSS/Engineering), and Service Operations teams as needed to address technical details/issues during customer meetings, conduct onsite testing and data collection, and troubleshoot site-specific problems related to contract maintenance, projects, and FMS (Fuel Management Services).
+ Champion Safety Compliance: Meticulously comply with and enforce petroleum industry safety standards in all work settings (remote, travel, and on-site). This includes conducting safety briefings, identifying potential hazards, and ensuring proper use of personal protective equipment (PPE).Support Customer Labs in Territory
+ Mentor and Develop ASC Technicians: Work closely with ASC technicians to assess their skills and knowledge gaps. Provide targeted training, coaching, and on-the-job mentoring to improve their technical competency, problem-solving abilities, and adherence to GVR’s service standards. Observe their performance and provide constructive feedback to facilitate their professional growth and ensure consistent delivery of high-quality customer service.
+ Assist with Legal Issue Identification: Serve as a technical resource for internal legal and compliance teams by gathering and analyzing data, identifying potential technical root causes of customer or agency-reported legal concerns, and providing clear and concise technical explanations to support informed decision-making.
+ Handle Customer Action Forms (CAFs): While resolving complex customer issues, complete and submit CAFs to request compensation for out-of-scope situations (e.g., equipment failures, service issues) that led to dissatisfaction. These forms document the problem, root cause, resolution, and verification. Ensure timely submission for supervisor approval, facilitating a swift customer resolution process.
+ Conduct Certified Trainer Audits: As needed or assigned, conduct comprehensive audits of GVR’s Certified Trainer programs to ensure adherence to established training protocols, evaluate trainer effectiveness, and identify opportunities for continuous improvement. Prepare detailed reports with your findings and recommendations.
+ Manage Expenses and Adhere to Company Protocols: Demonstrate cost-consciousness by identifying opportunities to optimize resource allocation while resolving customer issues. Maintain accurate and complete expense reports in accordance with company guidelines and submit them for timely approval.
Background and Skill
+ Experience and education: A combination of experience and education equivalent to an associate degree (two-year) in a technical field, such as Electronics Engineering Technology, or a related field with a strong focus on troubleshooting and problem-solving. We consider relevant experience from technical trade schools to be a valuable qualification.
+ Industry Knowledge :Five (5) or more years of demonstrably successful experience in troubleshooting, diagnosing, and repairing complex technical systems in a relevant industry (e.g., fueling equipment, industrial machinery).
+ Technical Expertise: In-depth knowledge of fueling equipment (or similar complex systems) and their operation. Proven ability to diagnose and resolve complex technical issues independently.
+ Problem-Solving & Analysis: Exceptional analytical and troubleshooting skills to identify root causes of equipment malfunctions and develop effective solutions.
+ Electrical Troubleshooting Tools and knowledge: Has experience with utilizing tools and equipment such as Comprobe, power analyzer, oscilloscope, wire shark, managed firewalls and networks, electrical diagnostic tools, and equipment.
+ Mechanical & Hydraulic Systems Expertise: Possesses a deep understanding of mechanical and hydraulic principles in fueling systems. Utilizes troubleshooting tools (flow meters, pressure gauges) to diagnose performance. Evaluates component wear (valves, pumps) and resolves issues related to hydraulic flow rates, pressure regulation, meter/valve operation, fuel delivery, blending ratios, and bulk modulus calculations for piping. Additionally, possesses a working knowledge of various fuel types and their compatibility with fueling system components.
+ Communication & Collaboration: Excellent written and verbal communication skills to collaborate effectively with diverse stakeholders (Sales, Distributors, Engineers, Customers).
+ Project Management: Ability to manage multiple tasks and projects simultaneously, prioritizing effectively and ensuring timely completion.
+ Industry Knowledge: Strong understanding of relevant retail petroleum industry standards, federal, state, and local regulations, and best practices.
+ Technical Training & Talent Development: Experience delivering technical training and mentoring existing field technicians.
+ Travel & Self-Sufficiency: Ability to travel extensively (up to 80% overnight travel) and work independently in field environments. Has a stron
