Support Center Technician-Bilingual

Job Requisition ID: 65313

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.

Position Summary
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
* Working knowledge of PC software such as Microsoft Word, Excel, Office
* Provide problem resolution; create service request with proper coding
* Technical trouble shooting experience
* Remote trouble shooting experience
* Basic Networking Troubleshooting Experience
* Ability to read and interpret wiring diagrams
* Experience with Oracle desired
* Basic Electronics background
* Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills
* Dispatch to Field; process incoming customer calls
* Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers.
* Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps.
* Troubleshoot and resolve Tier 1 issues involving any of the following:

o Fuel dispenser hydraulics or electronic components
o EMV software
o Board level troubleshooting
o Support software applications
o Remote dial-in
o Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise.
o Other duties as requested.
o Ability to speak with confidence, even tone and step through steps/set of guidelines to troubleshoot
o Ability to read BOMs and provide parts identification assistance to DFS English and French speaking partners

QUALIFICATIONS

* Technical, Electronic or Computer-related Associate's Degree or Certificate, preferred
* 2+ years Technical support, call center, customer support experience desired if no degree or certificate
* Ability to multi-task (read, type, talk simultaneously and work with multiple systems. Oracle, Telephony, etc.)
* Takes ownership of all tasks and commits to high quality results
* A track record of self-improvement and continuous learning
* Strong keyboarding skills (typing 40 wpm)
* Problem Solving skills.
* Ability to comprehend, analyze and present data effectively
* Ability to work various shifts, including weekends and holidays
* Satisfactory Attendance required
* Ability to sit for extended periods of time
* Ability to work in excess of 8 hours per day
* Fluent French and English language skills; ability to communicate effectively, clearly utilizing the French or English language for written and verbal correspondence.
* Ability to seamlessly adapt to changes quickly
* Exceptional telephony utilization, communication skills, active listening, and customer-care
* A demonstrated logical approach to troubleshooting
* Consistently maintain a superior level of professionalism
* Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Physical Requirements:
Normal Office Heavy work (lift 30-50 lbs.)
Light work (lift 10 lbs.) Very heavy work (lift over 50 lbs.)
Medium work (lift 11-30 lbs.)
Other physical requirements (note):
* The employee frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone and basic office equipment
* While performing the duties of this job, the employee is regularly required to talk and hear

Mental Requirements: (as presently performed to accomplish essential functions)
Reading, Writing, Calculating
Social Interaction Skills
Reasoning/Analysis
Works with Minimal Supervision
Other Mental Requirements (note):

Language Requirements:
Ability to effectively speak, read and write English and French.

Work Arrangement : Hybrid

Bonus Eligible: This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan.

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.

Benefits: Our total rewards package for eligible team members also includes: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, 13 paid holidays/floating holidays per calendar year, paid vacation days, and paid sick leave; including business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.

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 View email address on click.appcast.io 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 : Customer Service