Automation Support Specialist

About the Role

Vontier is seeking a Remote Automation Support Specialist to join its team in Riyadh. This full-time position focuses on providing technical support to customers and distributors across the region, ensuring critical automation systems operate effectively. The role involves diagnosing issues, offering remote assistance, and maintaining high standards of customer service and SLA compliance.

Role Overview

The Remote Automation Support Specialist serves as the primary technical contact for inquiries, responsible for efficient issue resolution. This position is suited for a technically proficient individual who excels in problem-solving and direct customer interaction within a fast-paced support environment. The specialist will manage support requests, troubleshoot complex issues, and contribute to continuous improvement initiatives.

Key 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 for timely issue resolution.
• 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 and SLA compliance.
• Manage and follow up on warranty claims, ensuring communication between customers and manufacturing partners.
• Produce regular status reports on warranty claims and support activities.
• Contribute to the continuous improvement of support processes and knowledge sharing.
• Support additional departmental projects and initiatives as assigned by management.

Qualifications and Experience

• Degree, diploma, or certification in Engineering or a related technical discipline.
• 2-5 years of experience in technical support, automation systems, hardware, software, or related technology environments.
• Experience supporting customers in production, industrial, or operational technology environments.
• Knowledge of support ticketing systems, remote diagnostic tools, and service management processes.
• Experience working with third-party service providers and external partners.
• Proven ability to deliver support services against defined Service Level Agreements (SLAs).

Required Skills

• Strong analytical and problem-solving skills with the ability to diagnose issues remotely.
• Excellent customer service orientation and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced support environment.
• Strong organizational skills and attention to detail.

Work Environment

This is a full-time position based in Riyadh, supporting customers and distributors across the region. The role operates within a dynamic support team focused on maintaining critical automation systems.