Customer Support Manager

Customer Support Manager

The Customer Support Manager is a senior leadership role responsible for the strategic direction, operational performance, and continuous improvement of customer support services across South Africa. This includes managing Helpdesk and Call Centre operations, driving customer satisfaction, and achieving financial and business growth targets.

The role requires a seasoned leader with strong technical acumen, capable of understanding complex product ecosystems and engaging confidently with senior stakeholders—both internally and externally. The successful candidate will lead three teams and will be accountable for aligning support operations with business goals, service level agreements (SLAs), and revenue targets.

Key Responsibilities

• Lead, mentor, and develop a multi-tiered support organization, fostering a high-performance culture.
• Provide strategic direction and coaching to his team.
• Drive talent development, succession planning, and career growth initiatives.
• Oversee daily operations of Helpdesk and Call Centre teams, ensuring alignment with SLAs, KPIs, and company policies.
• Implement and monitor operational frameworks to ensure consistency, scalability, and compliance.
• Drive process standardization and automation to improve service delivery and reduce operational costs.
• Monitor team performance against contractual and internal metrics.
• Provide regular insights and executive-level reporting to senior leadership.
• Use data-driven analysis to identify trends, risks, and opportunities for improvement.
• Develop and execute strategies to enhance customer satisfaction and loyalty.
• Act as a senior point of contact for escalated customer issues, ensuring timely and effective resolution.
• Build and maintain strong relationships with senior stakeholders within customer organizations.
• Lead continuous improvement initiatives across support functions.
• Identify and implement best practices, tools, and technologies to enhance efficiency and service quality.
• Partner with other departments to ensure a unified approach to customer support.
• Contribute to cross-departmental projects and strategic initiatives.
• Develop and manage support budgets, ensuring cost control and resource optimization.
• Provide accurate revenue forecasts and implement strategies to achieve financial targets.
• Align support operations with broader business objectives and profitability goals.
• Identify opportunities to expand service offerings and support revenue growth.
• Lead contract negotiations with customers and partners, ensuring favorable terms and alignment with business goals.
• Collaborate with commercial teams to support upselling, renewals, and strategic account development.

Domain

• Fuel dispenser; Automatic Tank Gauging; Forecourt controller; Automation; Electronic Payment; Point of Sale; Back Office; Head Office; software and hardware components.

Technical Capabilities

• Demonstrated ability to understand and support complex hardware and software solutions.
• Ability to translate technical issues into business impact and communicate effectively with both technical and non-technical stakeholders.
• Experience working closely with engineering and product teams to resolve issues and improve product support.

Personal Qualifications & Experience

Education/Achievements

• University degree or equivalent
• Bachelor's in computer science or equivalent is preferred.

Experience/Knowledge

• 15 years of experience in Customer Support (Hardware and Software solutions) with at least 5 years in a leadership role.
• Demonstrated ability to manage helpdesk and call centre activities
• Strong leadership and people management skills across multi-layered teams.
• Excellent communication and stakeholder engagement capabilities.
• Commercially savvy with experience in contract negotiation and business development.
• Analytical mindset with a track record of driving operational and financial results.
• Problem-solving mindset, ability to work under pressure, and a commitment to continuous improvement.
• Deep understanding of the fuel retail or industrial automation domain is highly desirable.

Specific Skills

• Technical acumen
• Stakeholder management
• Advanced Computer skills in Office suites
• Training & coaching
• Customer Oriented

Potential Skills

• Business Acumen
• Management of P&L

Who Is Gilbarco Veeder-Root

Gilbarco Veeder-Root, a Vontier company, is the worldwide technology leader for retail and commercial fueling operations, offering the broadest range of integrated solutions from the forecourt to the convenience store and head office. For over 150 years, Gilbarco has earned the trust of its customers by providing long-term partnership, uncompromising support, and proven reliability. Major product lines include fuel dispensers, tank gauges and fleet management systems.

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 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!