Role description
Patheon Technical Support Representative - HYBRID
DRBDRB Systems (“DRB”) is the leading provider of technology-enabled devices and software solutions to the North American car wash industry. The Technical Support Representative is responsible for providing technical assistance to car wash owners, operators, and staff.
Job Purpose
We are looking for a Technical Support Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.
Essential Functions & Responsibilities
- Respond to customer queries in a timely and accurate way: incoming phone calls and e-mails from car wash owners, operators, and management needing technical support, configuration changes, or training on their products.
- Resolves cases representing technical requests from our customers troubleshoots technical and process issues
- Takes Notes in Salesforce detailing steps and processes taken on every interaction.
- Follow up with customers to ensure their technical issues are resolved.
- Assist in training new Technical Support Representatives
- Gathers data to identify and evaluate technical purchasing options.
- Provide Best in Class service to internal and external customers
- Availability to work evenings, weekends, and holidays on a rotation.
- Sitting for long periods of time doing computer work
Minimum Requirements
Skill Sets:
- Experience in customer facing position
- Ability to maintain composure in high-stress situations
- Problem solving and troubleshooting skills
- Active listening and interpersonal skills
- Strong attention to detail
- Knowledgeable in MS Office (Excel, Word, Power Point)
- Curiosity
Education
- High School Diploma (or GED or High School Equivalence Certificate)
Preferred Requirements
- Associates or Bachelor’s Degree
- Technical experience
About DRB: As the car care technology leader for 40 years, DRB is the ultimate partner for operators who seek rapid ROI, unparalleled membership growth and unwavering reliability. Our technology is designed to give operators the tools they need to maximize their car care investments. From groundbreaking point-of-sale technology to marketing automation that drives traffic, DRB enables data-led business decisions and scalability that helps car washes thrive while delivering extraordinary customer experiences. Choosing DRB means connecting with a partner that is A Vontier Company committed to car wash business success. Learn why leading car wash operators choose DRB: www.drb.com
Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.
The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as “Vontier Company”.
Vontier is proud to be an equal opportunity employer. We strive to build inclusive environments and ensure equitable access, opportunity, and treatment for all. Vontier does not tolerate discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status, gender identity or expression, gender information and any other characteristics protected by law. We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail vnttalentacquisition@vontier.com.
Equal Opportunity Employer