Manager, Support Center

Job Requisition ID: 57788

Department: Manuf. & Operations (DEPT_MFGOP)

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. They’re the heart of our company. As an employee, our promise to you is that you’ll 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.

We are looking for a customer-centric driven leader who sees themselves on the leadership career path within a growing technology and product leadership business. You have an innate ability to lead a large team of Level 2 and 3 support technicians to better performance, KPI metrics, and overall improved service quality and customer satisfaction. Your strategic and forward-thinking mindset allows you to have an intimate understanding of our business and customers. It is through this mindset that you can develop opportunities within our support center to improve scalability, troubleshooting techniques, data analysis, and process improvements. Your excellence in communication and interpersonal skills should be matched by your desire to drive, develop and grow your team into a world-class support organization.

In pursuit of our vision to become a technology leader in the fueling sector, you should also have a passion for innovation and the technical aptitude to automate and drive processes forward. This is a great opportunity for those who crave a good challenge and thrive off of seeing their ideas and capabilities put into motion. 

Position Responsibilities

• Lead the vision, culture and delivery of the North America Levels 2 and 3 Customer Support function ensuring all members of the organization understand the strategic vision of the team, how their goals and objectives support the success of the business and what they are ultimately accountable for each day  
• Develop leadership capabilities within the organization, ensuring that supervisors and team leads are providing proper performance management, mentoring, coaching and a customer centric culture
• Review and approve staffing schedules to ensure that staffing meets the demand
• Establish challenging and rewarding KPIs for the team in compliance with customer Service Level Agreements (SLAs), strategic initiatives and cost reduction objectives
• Solve complex customer service issues and proactively prevent negative service trends
• Assess current business procedures/service tools and formulate recommendations to introduce technology that will increase efficiency and improve the customer experience
• Identify and implement process improvements
• Drive improvement through strategic KPIs, technology and a customer centric focus
• Stay current on the latest industry trends and techniques
• Manage the more complex customer issues and serve as the point of contact for customer escalations
• Communicate policies and become the primary information source for staff; following up to ensure compliance and consistency and taking corrective action as necessary

Position Requirements:

• Minimum of 2 years’ experience in a supervisory role in a customer service organization
• Bachelor’s degree in Business Administration, Engineering or related field; experience may be substituted for a degree
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication and conflict resolution skills
• Demonstrated history of having made significant technological and business process improvements within an organization and cross functional environments
• Exceptional skills in data manipulation and analysis
• Ability to drive organizational change using sound reasoning, business facts and relevant data
• Proven ability to work in an ambiguous, fast paced and high-pressure environment
• Understanding the fueling sector, industry trends and customer segments or similar is a key advantage to being successful

Work Arrangement : Onsite     

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s 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.

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 contact dfs.hrinquiries@doverfs.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

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

Job Function :