Patheon Technical Support Representative - HYBRID

Responsibilities

The Technical Support Representative acts as a liaison to provide technical assistance, configuration changes, and training to car wash customers. They are responsible for resolving technical issues, documenting interactions in Salesforce, and ensuring high levels of customer satisfaction.

Requirements

Candidates must have a high school diploma or GED, with a preference for an associate or bachelor's degree. Strong troubleshooting skills, experience in a customer-facing role, and proficiency in MS Office are required.

Skills

• Customer Service
• Technical Support
• Troubleshooting
• Problem Solving
• Salesforce
• Communication
• Active Listening
• Interpersonal Skills
• Attention To Detail
• Microsoft Office
• Excel
• Word
• Power Point
• Training

About this role

DRB 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
[http://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
[https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf]

About DRB

Software Development · 501-1,000 employees · headquartered in Akron, Ohio · founded 1983