Support Center Technician II

Support Center Technician II

Austin, TX, US, 78728

Job Requisition ID: 59454

Department: Manuf. & Operations (DEPT_MFGOP)

At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths.

We are #EnergizedByGrowth.

DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.

This role is a customer-facing position that supports the company mission by delivering the highest level of customer service and support by maintaining high availability to engage with customers primarily through telephony. The Specialized Technician also serves as the first escalation point and supports customers through supplementary platforms.

Vision for Success

• Suit up and show up every day with a great attitude.
• Provide fanatical customer service to our clients.
• Deliver the best solution to customer every time.
• Document everything and do it with tremendous detail.
• Be an invaluable member of your team.
• Be a voracious learner and demonstrate growth.

Responsibilities

• Actively participates in incoming call support
• Continuously demonstrates a truly empathetic concern for our customer’s issue
• Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers.
• Quickly identifies escalations and creates expectation alignment with customers
• Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps.
• Primary stakeholder to ensure our customer receive prompt support.
• Troubleshoot and resolve Tier 1 issues involving any of the following:
• Fuel dispensers
• Site Controllers
• Island terminals
• EMV software
• Board level troubleshooting
• Support software applications
• Tank gauges, hydraulics, or pumps
• Terminal media feeds
• Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise.
• Facilitate field support services to repair solutions within scope of service.
• Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.
• Participates in on-call rotation to aid with off peak hour support requests
• Other duties as requested.

Qualifications

• 3-7 years’ experience with direct customer engagement in a face paced customer focused environment
• Honest, dependable, and full of integrity
• Possess a genuine desire to help others
• Takes ownership of all tasks and commits to high quality results
• A track record of self-improvement and continuous learning
• Ability to seamlessly adapt to changes quickly
• Great sense of humor, interpersonal skills, and comradery
• Possession of soft skills that consistently demonstrate empathy and a commitment to our customers
• Exceptional telephony utilization, communication skills, active listening, and customer-care
• A demonstrated logical approach to troubleshooting
• Typing, writing and presentation skills
• Consistently maintain a superior level of professionalism
• Excels past service minimums and strives for industry leading service
• Ability to work with internal and external stakeholders to achieve exceed expectations and goals
• Experience or education from an electronics or information technology background
• Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Work Arrangement : Remote

Salary Range : -

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact E-Mail schreiben for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

This position may be located in: Americas : United States : Texas : Austin

Job Function : Manufacturing & Operations

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Nearest Major Market: Austin

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