Technical Support Representative - 2nd Shift

Technical Support Representative - 2nd Shift

We are currently looking for a second shift Monday through Friday, 2:00pm to 10:00pm schedule. This role will train on first shift in office.

Tommy's is looking for an Equipment Support Representative to join our Equipment Support team. This individual will support our franchise partners with on‑call mechanical and electrical troubleshooting of car wash equipment. The team is quickly growing as we add more washes across the nation to support. This role is crucial to client support and needs to demonstrate exemplary customer service skills with a sense of urgency.

• Competitive base pay and annual bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• 401k match and complimentary financial planning services with Merrill Lynch
• Paid time off and paid holidays
• Opportunity for continued education and tuition assistance
• Valuable learning and development program
• Significant ability to grow internally for motivated and strong performing team members
• Fun, energetic, family‑oriented work culture with an emphasis on team member morale
• Nationwide presence

• Resolve technical trouble‑shooting tasks virtually over phone/email/chat, which requires understanding the problem, gathering information, and providing troubleshooting steps towards solutions all while exhibiting great communication and client services skills
• Create, respond, and track service requests via the ticketing system daily
• Monitor and manage assigned support requests diagnosing and troubleshooting using established procedures
• Review and investigate equipment/operator manuals to come up with solutions
• Escalate issues through the proper chain of commands as needed if the outside scope of knowledge
• Assist in learning documentation alongside other team members when escalating/passing an issue to learn and build a knowledge base
• Communicate progress, and status of the ticket with the requester and Tommy’s internal team members
• Participate in training and development opportunities as assigned, including multi‑week training courses internally provided by the company, and show initiative to learn all car wash equipment inside and out to more effectively troubleshoot and resolve issues

• High school diploma or GED;
  Bachelor’s degree preferred
• 2+ years of any Mechanical/Network/Automotive background
• Experience working within a technical helpdesk environment
• Experience with low/high voltage electrical and hydraulics a plus
• Technical savvy and proficient in Microsoft Office
• Excellent written and oral communication skills
• Process‑oriented and strong collaborator with the ability to communicate and manage well at all levels of the organization and across various departments
• Strong organizational and time management skills
• Ability to multitask and prioritize daily workload
• Highly adaptable with strong problem‑solving and critical thinking skills; ability to exercise sound judgment and make decisions based on accurate and timely analyses
• High level of integrity and dependability with a strong sense of urgency and results‑orientation
• Views customer care as high priority

This job operates in an office environment. Office hours are Monday - Friday from 8:00am - 5:00pm, and our Equipment Support hours are Monday - Friday from 6:00am - 10:00pm then Saturday from 8:00am - 4:00pm. This role routinely uses standard office equipment such as computers and phones.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and operates primarily indoors.

• Ability to work and commute in all weather conditions
• Able to move about inside the office to access standard office equipment, etc.
• Remain in a stationary position 50% of the time, alternating between sitting and standing
• Constantly operate a computer and other office productivity machinery such as keyboard, copy machine and printer
• Ability to move and lift up to 30 pounds
• Able to effectively communicate, listen, detect, converse with,…