Support Center Technician-Bilingual, French

Job Requisition ID: 62183

Department: Manuf. & Operations (DEPTMFGOP)

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. Theyre the heart of our company. As an employee our promise to you is that youll 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.

**REQUIRED - French and English speaking

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 customers 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.

Other duties as requested;

Ability to speak with confidence even tone and step through steps/set of guidelines to troubleshoot

Ability to read BOMs and provide parts identification assistance to DFS English and French speaking partners

QUALIFICATIONS:

Technical Electronic or Computer-related Associates 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 telephone 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

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

Language Requirements:

Ability to effectively speak read and write English and French

Work Arrangement : Hybrid

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 positions responsibilities a candidates work experience a candidates education/training the positions 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 including 13 paid holidays/floating holidays per calendar year paid vacation days and paid sick leave; 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 contactfor assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud where parties posing as Dover employees recruiters or other agents try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job or for a job offer by contacting us directly through our Dover and affiliated operating company websites at To learn how you can protect yourself review ourRecruitment Fraud Notice on our careers site.

This position may be located in:Americas : United States : Texas : Austin

Job Function : Other