Equipment Support Technician - 2nd Shift

Equipment Support Technician - 2nd Shift Job Description

Posted Thursday, July 16, 2026 at 4:00 AM

Equipment Support Technician services our franchise partners with on-call mechanical and electrical troubleshooting of car wash equipment. This role is crucial to client support and requires exemplary customer service skills, a proactive and positive approach, and a sense of urgency. The role is classified as Tier 1, Tier 2, or Tier 3 depending on experience and knowledge/skill level and determines the complexity of issues assigned.

It also serves as 2nd shift (2-10pm).

• 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 troubleshooting tasks virtually over phone, email, and chat, requiring understanding the problem, gathering information, and providing troubleshooting steps toward solutions while exhibiting great communication and client service skills
• Create, respond to, 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 find solutions
• Escalate issues through the proper chain of command as needed if the issue is outside the scope of knowledge
• Assist in learning documentation alongside other team members when escalating or passing an issue to 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
• Attend multi-week training courses internally provided by the company to learn all car wash equipment inside and out, enabling more effective troubleshooting and resolution of issues
• Other duties as assigned; duties and responsibilities may change at any time with or without notice

• High school diploma or GED;
  Bachelor’s degree preferred
• 2+ years of experience in Mechanical, Network, or 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 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. Equipment Support hours are Monday - Friday from 6:00am - 10:00pm then Saturday from 8:00am - 4:00pm. Second shift hours are typically 2:00pm – 10:00pm and Saturday hours run on a rotation. The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and operates primarily indoors with limited to no travel expectation.

To successfully perform the essential functions of this job, team members must be able to:

• Work and commute in all weather conditions
• Move about inside the office to access standard office equipment
• 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 a keyboard, copy machine, and printer
• Move and lift up to 30 pounds
• Effectively communicate,…