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We are a global industrial technology company focused on smarter transportation and mobility. Our portfolio includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. United by a vibrant, inclusive culture and our proven business system, our 8,300+...
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PURPOSE OF POSITION
To manage the performance of services & support to clients within SA and to ensure that Service Levels Agreements (SLAs) are achieved. To ensure that customer expectations are met or exceeded
KEY RESPONSIBILITIES
- Ensure SLAs within the region are met and the customer expectations are managed professionally.
- Monitor the Support processes to improve team efficiency and performance.
- Oversee 100% of the requests and incidents.
- Oversee and manage the on-ground trends and flag it if there is any event that may impact the support
- Manage the Job cards and assure processing on time
- Manage the Open Deliveries and assure that the old (>90) vs new (<90) % does not exceed 25%
- Act as first level of escalation for requests and incidents related to Remote Support in MEA
- Responsible to train, coach, and mentor Helpdesk Team and/or request trainings whenever needed
- Oversee staff activities and improve team productivity
- Provide data and reporting of KPI’s, trends, recommendations, weekly, monthly, and as needed.
- Monitor SLA out of scope activities and ensure accuracy
- Advise management on situations that may require additional client support or escalation.
- Work closely with project team to assure proper handover from projects to support and decrease any potential issues from implementation
- •Monitor customers’ activities and trends in tickets raised to identify the user’s challenges gaps as well as processes gaps and close them with the customers to decrease the average tickets per site and enhance the process
- Ability to analyse the numbers and trends in the reports and take necessary actions accordingly
- Cooperate with invoicing and collection teams to assure customer invoicing and collection properly
Domain:
- Basic knowledge in the following: Fuel dispenser; Automatic Tank Gauging.
DELEGATION OF AUTHORITY
As per Board-approved DOA and as necessary for functions outside the DOA.
POSITION RELATIONSHIPS
Internal
- Technical Support
- DDS
- Projects Management Team
- Procurement
- Sales
- On-ground team
- Finance team (Invoicing & Collection)
External
- Customers (existing & potential)
- Suppliers
- Distributers
MEASURES OF PERFORMANCE (INDICATORS)
Leading Indicators:
Quality
- Delivery of service & query resolution
- VOC
- Backlog control –
- No open job card older than 1 week onwards
- No open delivery older than 3 weeks onwards
Lagging Indicators:
Quality
- 95% OTD of agreed customer SLA’s
- SLA – Submitting job cards within 48hrs of receipt to finance
PERSONAL QUALIFICATIONS & EXPERIENCE
Required
Education/achievements
Experience/Knowledge
- 3+ years of experience in Team management in a fast-paced environment
- Demonstrated ability to engage in a Team setting
- Demonstrated ability to manage multiple inputs of information
- Meet and deliver on daily SLA’s
- Excellent knowledge of excel
- Demonstrated ability to manage support processes in multiple production environments and architecture platforms.
- Demonstrated ability to manage customers and deliver services to the SLAs.
- Demonstrated ability to engage and drive 3rd parties.
- Excellent written and verbal communications in English
- Advanced Technical knowledge is a plus
Specific Skills
- Stakeholder management
- Advanced Computer skills in Office suites
- Training & coaching
- Customer Orientated
- Attention to detail.
- Strict timekeeping and reliability always
- Must be able to work outside of normal working hours if needed: holidays or weekends.
- Should be able to consistently maintain a high level of professionalism.
- Have a proven record of possessing a high learning agility.
- Ability to listen well and communicate quickly and effectively (oral & written)
- Must be committed to understanding requirements.
- Must have the ability to perform well under pressure.
- Must be self-motivated and results driven.
- Ability to work with little or no supervision.
- Clear criminal record and credit checks due to financial transactions.
ROLE SPECIFIC COMPETENCIES & BEHAVIOURS
Competency
Customer Obsessed
- Solicits voice of the customer and drives actions to improve customer experience
- Holds others accountable for meeting customer needs
- Addresses gaps in the team’s ability to meet emerging customer needs
- Continuously improves processes to be more aligned with the customers
Inspiring
- Thinks beyond the day-to-day, taking a long-term, big-picture view of the business.
- Clarifies the organization’s vision and strategy to the team, and ensures that efforts are prioritized to support them
- Leads the team to pursue possibilities that will create sustainable value
Build extraordinary Teams
- Nurtures and develops promising ideas through prototyping and experimentation
- Challenges others to develop breakthrough solutions
- Ensures that varied perspectives are included in the process of innovation
- Encourages others to address challenges in new and better ways
Courageous
- Builds energy and optimism in others in support of Our Shared Purpose
- Communicates the vision of the organization in a way that others can relate to and buy into
- Helps others envision a greater sense of what is possible for the organization’s future
- Ensures that others understand how their efforts and contributions make a positive difference.
Deliver results
- Builds a cohesive team that drives the goals and success of the organization.
- Communicates clear goals and roles to team members
- Builds a team that has the right mix of skills and leverages the strengths of individual members Celebrates team accomplishments.
Adaptable
- Coaches people on how to take a stand in the face of adversity when they believe in something Confronts tough organizational issues and disagreements.
- Delivers difficult messages directly
- Demonstrates the courage to say “no” when necessary.
Innovative for Impact
- Sets high expectations and leads others to achieve results through VBS.
- Leads others to persist despite setbacks or obstacles Creates a sense of urgency in the team to deliver on time, high quality results with an unwavering commitment to our values and standards of conduct
- Drives a track record of continuous improvement and sustainability.
Strategic
- Leads experimentation as a way to find the best solution.
- Shares lessons learned from both successes and failures.
- Creates opportunities for self and others to try new things.
- Applies the lessons from different experiences to new situations.
Lead with VBS
- Establish VBS credibility through demonstrating the ability to leading Kaizen events.
- Coaches leaders on how to use VBS to address business challenges and opportunities,
- including selecting the appropriate tool and how to apply to generate results
- Builds VBS expertise of the team, establishing and growing capable VBSL support and
- VBS Champion resources that can support the team
- Willing to seek out subject matter experts in the area of VBS in order to build capability within the organization.
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PURPOSE OF POSITION
- This position provides support to Gilbarco AFS customers enrolled in Wet Stock Management Services. The Analyst will identify, investigate, close-out and or provide solutions to system generated and customer reported incidents. Responsibilities include and not limited to first line technical support involving on-site engineers and playing a pivotal supporting role to the service account manager in providing monthly statistical reporting information.
KEY RESPONSIBILITIES
- Ensure the timely completion of all daily operational tasks.
- Provide specialist support to field personnel to help identify and correct customer site issues.
- Ensure all customer reporting deadlines are met.
- Responsible for ensuring all customer support and follow up procedures to support new and existing customers are created and implemented.
- Maintain a good understanding of current regulatory guidelines as they apply to each customer.
- Serve as a contributing member on various teams and provide information and support.
- Support field test activities for new services as required.
- Troubleshooting of remote communication issues, primarily modem and TCP/IP communication protocols.
- Develop and maintain a detailed knowledge of all system capabilities. Be able to use knowledge developed to provide a higher level of analysis over and above current processes.
- Develop product knowledge to the level necessary to handle application questions. This includes assessing the capabilities of GVR products, how they should be used in each application and how to configure systems.
- Work closely with Management to assist in the development and implementation of new/modified services. In addition to these functions, employees are required to carry out such other duties as may reasonably be required.
- Assist in the implementation of effective management controls and assist in the monitoring of customer accounts through regular reporting and daily management activities.
DELEGATION OF AUTHORITY
- As per the actual Schedule of Levels of Authority within Gilbarco AFS.
POSITION RELATIONSHIPS
Internal
Works directly FMS Team leader
All Departmental Managers
Training & Development Department
Team members: Needs to develop a strong working relationship with team members to ensure that countermeasures initiated as required are seen through.
EMEA: Global WMS teams to deliver services and consult
Technical team for escalated calls to be resolved
External
- Customers: Needs to be highly customer focused, and able to form effective working relationships with key customers,
- Approved Sub-contractors: Effective management of sub-contractor and supplier relationships based on various contracts for work carried out onsite
MEASURES OF PERFORMANCE (INDICATORS)
Leading –
- Zero Loss Time incidences (LTI), 100% near miss / potential incidences with implemented corrective action within 14 days, 100% employee participation in NM / PI reporting and achievement of HSSE targets
- Sustained use of Standard Work in area of responsibility
Lagging –
- Internal SLA as set by the General Manager
- Drive continuous productivity level improvements measured by completed analysis on various delivery issues
- Maintain Variances on tanks at 0.5% on a continuous basis for project and maintenance calls
- Meet / exceed all customer contracted KPI’s
PERSONAL QUALIFICATIONS & EXPERIENCE
Education/achievements
Required
- Degree – Information Systems
Preferred
Experience/Knowledge
Required
- SQL (SSRS and SSIS)
- Oracle
- SAP Business Objects
- Robotics
- Process automation
- API (software interface)
Preferred
- Fuel Reconciliation experience in
- Understanding of the demands of the retail/forecourt and Oil industry.
Specific Skills
Required
- Data cleaning and preparation
- Creating data visualizations
- Creating dashboards and reports
- Writing and communication
- Data analysis and exploration
- Statistical knowledge
Preferred
- Analytical and problem-solving skills.
- Strong communication & interpersonal skills
- Attention to detail.
- Personal Organisation and time management
- Understand the importance of being “hands on” in our operational processes and customer relations.
- Quality First: Plan & execute accurate, complete, timely and reliable work. Integrity never compromised.
- Management by Fact: Gathers, analyses, and summarizes data to draw rational, fact-based conclusions
ROLE SPECIFIC COMPETENCIES & BEHAVIOURS
Customer Driven
- Gains insight into customer needs.
- Identifies opportunities that benefit the customer.
- Builds and delivers solution that meet customer expectation.
- Establishes and maintains effective customer relationships.
Collaborative
- Works cooperatively with others across the organization to achieve shared objectives.
- Represents own interest while being fair to others and their areas.
- Partners with others to get work done.
- Credits others for their contributions and accomplishments.
- Gains trust and support of others.
Inclusive
- Seeks to understand different perspectives and cultures.
- Contributes to a work climate where differences are valued and supported.
- Applies others’ diverse experiences, styles, backgrounds, and perspectives to get results.
- Is sensitive to cultural norms, expectations, and ways or communicating.
Accountable
- Follows through on commitments and makes sure others do the same.
- Acts with a clear sense of ownership.
- Takes personal responsibility for decisions, actions and failures.
- Establishes clear responsibilities and processes for monitoring work and measuring results.
- Designs feedback loops into work.
Champions VBS
- Identifies and creates the processes necessary to get work done.
- Separates and combines activities into efficient workflow.
- Seeks ways to improve processes, from small tweaks to complete reengineering.
- Is a simplifier, focused on cutting through complexity.
- Prioritizes to the critical few – focuses on what matters most.
Self-Aware
- Reflects on activities and impact on others.
- Proactively seeks feedback about shortcomings.
- Admits mistakes and gains insight from experiences.
- Knows strengths, weaknesses, opportunities, and limits.
Pioneering
- Comes up with useful ideas that are new, better, or unique.
- Introduces new ways of looking at problems.
- Can take a creative idea and put it into practice.
- Encourages diverse thinking to promote and nurture innovation.
- Anticipates and adopts innovative digital and technology applications.
Agile
- Learns quickly when facing new situations.
- Experiments to find new solutions.
- Takes on the challenge of unfamiliar tasks.
- Extracts lessons learned from failure and mistakes.
- Bounces back from setbacks and failure.
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PURPOSE OF POSITION
- GVR is in the market leader in downstream petroleum segment. We play major role in value chain of Retail fuel stations like fuel dispensers, mobile Bowsers, Fuel station automation, Automatic Level and flow meters and many more. Spread across all the MENA with Project and service network.
- We are carrying of multi geography rollout of these projects and we are looking for highly experienced project managers who has worked in similar environment and government contracts.
- This position is responsible for end-to-end and on-time delivery of large-scale payment projects; Solutions spanning design, requirements, contract development, estimating, engineering development, verification, system integration, and into installation and deployment. Provide managerial leadership to a Project team.
- The incumbent will serve as Project Manager for major projects with responsibility for the overall justification, design, management, control, execution and closeout of assigned projects.
KEY RESPONSIBILITIES
- Project planning and co-ordination with customer & internal teams on overall and weekly basis.
- Assemble and manage a project team of internal and external professionals.
- Monitor and review the workload of PDS Managers.
- Operating Visual Project Management techniques in daily practice.
- Daily management and monitoring, reporting of important milestones to keep close control.
- Risk management by Issue Tracking, mitigation actions.
- Create and evaluate project reporting; provide timely and accurate project status reporting to internal and external parties.
- Coordinate with Global Product Management & Global Engineering for signoff on project scope.
- Develop a Master Project Plan with detailed Weekly action plan, detailing the resource and time committed for the assigned project.
- Complete all technical integration evaluation of various elements forming an end-to-end solution.
- Define clear product and solutions specifications and drive gap analysis / estimating of work content.
- Develop Functional Specifications and Change Notices.
- Act as the Program Technical Customer Interface.
- Oversee the entire project life-cycle and manage cross-functional team from project initiation to production release and roll out.
- Day to Day management of program team personnel and communication with key stakeholders.
- Develop and manage program schedule ensuring on time delivery of agreed to milestones and deliverables.
- Plan, organize, lead and control the progress of the assigned projects as per the customer requirements.
- Manage project budget and Produce detailed cost breakdowns for all work & task.
- Responsible on Project P&L.
- Responsible for Projects signoffs and Pos.
- Responsible of change requests.
- Working as part of a team, manage resource requirements and utilization, keep up to date trackers of project roll-out activity from initial plan through to invoice.
- Develop the Cost targets as per the Business Plan and in line with the Business requirements.
- Investigate and negotiate change proposals with relevant stakeholders.
- Periodic Monitoring of projects to ensure that milestones and performance indicators are met as per the agreed time frame.
- Direct and coordinate the development of strategies to evaluate the effectiveness of implemented project outcomes and provide advice on remedial action.
- Manage the expenditure of project budgets and prepare associated financial summary reports for members of the steering committee and functional leaders.
- Conduct Alpha and Beta Trials in Field for Product validation process.
- Responsible for ensuring the Activities right from Project Initiation to Project Launch.
- Prepare project status reports and other reports required as per project management methodologies of FBS
DELEGATION OF AUTHORITY
- As per Board-approved PMO and as necessary for functions outside the PMO.
- As delegated by the Managing Director, when necessary.
POSITION RELATIONSHIPS
Internal
- With field teams, Logistics, supply chain teams, AR team
External
- Cross functional team of Product Platforms
MEASURES OF PERFORMANCE (INDICATORS)
- Delivery to Plan (on time / on cost job completion)
- Risk management
- Change control effectiveness
- Evidence of ownership of issues and the resolution of problems
- Quality of communication & reporting
PERSONAL QUALIFICATIONS & EXPERIENCE [Think about what this role should look like in future]
Required
Education/achievements
- Degree in IT, Electronics, Instrumentation
- PMP or any project management course
Preferred
Experience/Knowledge
- 5- 10 years on hand on project management equivalent combination of experience in an advisory and/or engineering supervisory capacity required
Specific Skills
- Technical project management skills or well-developed business analyst experience
- Potential Skills
- Domain (Preferred Industry) – Petroleum Downstream, Process automation.
- Strong organization with proven leadership and interpersonal skills.
- Ability to perform duties under deadline pressure in a fast-paced, high volume environment.
- Proven record of providing excellent internal and external customer service.
- Experience with gate process and agile methodology.
- Proven sensitiveness of commercial issues and consequences of actions.
- Distributed & multi-cultural team management experience.
- Ability to manage multiple complex projects simultaneously.
- Excellent oral and written communication skills, including presentation skills.
ROLE SPECIFIC COMPETENCIES & BEHAVIOURS
Customer Driven
- Gains insight into customer needs.
- Identifies opportunities that benefit the customer.
- Builds and delivers solution that meet customer expectation.
- Establishes and maintains effective customer relationships.
Collaborative
- Works cooperatively with others across the organization to achieve shared objectives.
- Represents own interest while being fair to others and their areas.
- Partners with others to get work done.
- Credits others for their contributions and accomplishments.
- Gains trust and support of others.
Inclusive
- Seeks to understand different perspectives and cultures.
- Contributes to a work climate where differences are valued and supported.
- Applies others’ diverse experiences, styles, backgrounds, and perspectives to get results.
- Is sensitive to cultural norms, expectations, and ways or communicating.
Accountable
- Follows through on commitments and makes sure others do the same.
- Acts with a clear sense of ownership.
- Takes personal responsibility for decisions, actions and failures.
- Establishes clear responsibilities and processes for monitoring work and measuring results.
- Designs feedback loops into work.
Champions VBS
- Identifies and creates the processes necessary to get work done.
- Separates and combines activities into efficient workflow.
- Seeks ways to improve processes, from small tweaks to complete reengineering.
- Is a simplifier, focused on cutting through complexity.
- Prioritizes to the critical few – focuses on what matters most.
Self-Aware
- Reflects on activities and impact on others.
- Proactively seeks feedback about shortcomings.
- Admits mistakes and gains insight from experiences.
- Knows strengths, weaknesses, opportunities, and limits.
Pioneering
- Comes up with useful ideas that are new, better, or unique.
- Introduces new ways of looking at problems.
- Can take a creative idea and put it into practice.
- Encourages diverse thinking to promote and nurture innovation.
- Anticipates and adopts innovative digital and technology applications.
Agile
- Learns quickly when facing new situations.
- Experiments to find new solutions.
- Takes on the challenge of unfamiliar tasks.
- Extracts lessons learned from failure and mistakes.
- Bounces back from setbacks and failure.
go to method of application »
PURPOSE OF POSITION
The main purpose of this position is to grow sales and business opportunities within the existing customer base and new deals from various internal sales and marketing tools. To optimize the reoccurring revenue, develop and maintain excellent customer relationships.
Using VBS tools, apply integrated internal systems and processes to generate revenue and make an impact in Sales growth. Build, maintain and update calling/mailing databases. Research on and propose innovative tools and methods to increase the sales or business opportunities.
KEY RESPONSIBILITIES
Administration
- Ensure that standard operating procedures in department are adhered to.
- Support Commercial departments with tender process and tender documents.
- Provide customer services and general administration to Commercial departments and external clients.
- Ensure proper record and file keeping.
- Prepare quotations for repairs and additional sales and new sales.
- Analysis of the reports to provide a value-added service to the Client.
Sales
- Assist sales team with sales targets through lead generation, telemarketing and new-age, web-based sales strategies.
- Communicate regularly and provide feedback to clients to ensure good relationship building.
- In collaboration with marketing department, draw and increase the conversion of leads.
- Follow up on queries and quotations.
- Submission of weekly and monthly reports to Manager
- Understand product and costing.
- Track sales leads and sales growth
Stock
- Implement company returns policy, i.e., returned stock etc.
- Participate in continuous stock takes.
- Ensure stock updates are done timeously.
- Monitor returns of faulty / damaged stock and breakages
- Assist with record keeping and reconciliation of customer and stock.
DELEGATION OF AUTHORITY
As per the formal Delegating of Authority (DOA)
As delegated by the Internal Sales Manager, when necessary.
POSITION RELATIONSHIPS
Internal
- Sales
- KAM
- Finance
- Ops
- DDS
- Engineering
- Clients
MEASURES OF PERFORMANCE (INDICATORS)
Leading – Creates a realistic stakeholder engagement plan and works towards exceeding it.
- $ value of Sales Funnel in Stage 3+ at minimum 100% of pro rata projected annual target.
Lagging - Achieves monthly and quarterly targets consistently.
- $ Value of Sales conversion at minimum 100% of pro rata projected annual target.
PERSONAL QUALIFICATIONS & EXPERIENCE
Education/achievements
Required
- Grade 12
- Knowledge of sales techniques and processes
Preferred
- Tertiary qualification in Marketing/Sales
Experience/Knowledge
- Experience in sales roles
- Written and verbal communication skills; ability to present to executives and senior executives.
- Ability to sell solutions.
- Proven ability to work with global cross-functional teams and achieve success for customers.
- In-depth knowledge of an industry or industries
Specific Skills
- Strong interpersonal skills
- Innovator
- Ability to aggregate different technology platforms.
- Problem solver
- Displays discipline and logic.
- Uncovers and clearly articulates the problem that needs to be solved.
- Is committed to excellence and understands how daily work impacts the customer.
- Highly organized and task and deadline oriented displaying intense sense of urgency.
- Dedicated to exceeding customer expectations.
- High problem-solving aptitude All the required elements with the following:
- Customer facing interaction.
- Travel and flexibility
- Ability to work under pressure.
- Demonstrate humility and self-awareness.
Potential Skills
ROLE SPECIFIC COMPETENCIES & BEHAVIOURS
Competency
Customer Driven
- Gains insight into customer needs.
- Identifies opportunities that benefit the customer.
- Builds and delivers solution that meet customer expectation.
- Establishes and maintains effective customer relationships.
Collaborative
- Works cooperatively with others across the organization to achieve shared objectives.
- Represents own interest while being fair to others and their areas.
- Partners with others to get work done.
- Credits others for their contributions and accomplishments.
- Gains trust and support of others.
Inclusive
- Seeks to understand different perspectives and cultures.
- Contributes to a work climate where differences are valued and supported.
- Applies others’ diverse experiences, styles, backgrounds, and perspectives to get results.
- Is sensitive to cultural norms, expectations, and ways or communicating.
Accountable
- Follows through on commitments and makes sure others do the same.
- Acts with a clear sense of ownership.
- Takes personal responsibility for decisions, actions and failures.
- Establishes clear responsibilities and processes for monitoring work and measuring results.
- Designs feedback loops into work.
Champions VBS
- Identifies and creates the processes necessary to get work done.
- Separates and combines activities into efficient workflow.
- Seeks ways to improve processes, from small tweaks to complete reengineering.
- Is a simplifier, focused on cutting through complexity.
- Prioritizes to the critical few – focuses on what matters most.
Self-Aware
- Reflects on activities and impact on others.
- Proactively seeks feedback about shortcomings.
- Admits mistakes and gains insight from experiences.
- Knows strengths, weaknesses, opportunities, and limits.
Pioneering
- Comes up with useful ideas that are new, better, or unique.
- Introduces new ways of looking at problems.
- Can take a creative idea and put it into practice.
- Encourages diverse thinking to promote and nurture innovation.
- Anticipates and adopts innovative digital and technology applications.
Agile
- Learns quickly when facing new situations.
- Experiments to find new solutions.
- Takes on the challenge of unfamiliar tasks.
- Extracts lessons learned from failure and mistakes.
- Bounces back from setbacks and failure.
Method of Application
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