Customer Support Specialist - HYBRID ROLE

Job Description

Job Description

DRB Systems (“DRB”) (A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry.

WHAT WE DO: enabling the future of vehicle care – wherever the road takes you.

WHY WE DO IT: To fuel our client’s growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.

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

WHO IS VONTIER

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s enable the way the world moves!

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 [email protected].

Equal Opportunity Employer