Automation Support Specialist

About the Role

Vontier is seeking an Automation Support Specialist to join its team in Riyadh, Saudi Arabia. This full-time position is responsible for providing technical support to customers and distributors across the region, focusing on the diagnosis and resolution of issues related to automation systems. The role involves direct interaction with customers to ensure the continuous operation of critical systems and adherence to service level agreements.

Responsibilities

• Provide first-line technical support to customers and distributors.
• Respond to support requests received via ticketing systems, email, and telephone.
• Investigate customer inquiries and recommend effective solutions and best practices.
• Gather and analyze technical information for troubleshooting and issue resolution.
• Diagnose hardware, software, network, and automation-related issues remotely.
• Resolve incidents or escalate complex issues to higher support levels as required.
• Coordinate with third-party service providers and internal teams to ensure timely resolution of customer issues.
• Track, manage, and communicate progress throughout the support lifecycle.
• Maintain accurate documentation, records, and closure notes for all support activities.
• Monitor service performance against key support metrics, including response times, remote fix rates, first-time resolution, and SLA compliance.
• Manage and follow up on warranty claims, ensuring timely communication between customers and manufacturing partners.
• Produce regular status reports on warranty claims and support activities.
• Contribute to the continuous improvement of support processes, knowledge sharing, and customer experience initiatives.
• Support additional departmental projects and initiatives as assigned by the Remote Automation Support Manager.

Qualifications and Requirements

• 0-1 year of experience in a technical support role.
• A technical mindset with an aptitude for diagnosing issues and providing remote support.
• Ability to communicate clearly and confidently with both technical and non-technical stakeholders.
• Demonstrated ownership of issues through to resolution.
• Proactive, organized, and committed to continuous learning.
• Ability to work effectively both independently and as part of a collaborative team.

Candidate Profile

The ideal candidate will possess a strong interest in solving technical challenges and contributing to customer success. This role requires an individual who thrives in a customer-focused environment where responsiveness and quality of support are priorities.

Work Environment

This position is based in Riyadh, Riyadh, Saudi Arabia, and operates within a team supporting advanced automation technologies across the region. The role involves working with a diverse customer base and contributing directly to customer satisfaction and operational performance.

Application Process

Individuals interested in this role are encouraged to apply. This is an opportunity to develop technical expertise and contribute to delivering remote support for automation systems.