Equipment Support Technician - 2nd Shift

Equipment Support Technician - 2nd Shift

Tommy's 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 needs to demonstrate exemplary customer service skills, delivering a proactive and positive approach, with a sense of urgency. The Equipment Support Technician role is classified as either Tier 1, Tier 2, or Tier 3 dependent on experience and knowledge/skill level and determines the complexity of issues assigned.

The role 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 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 command 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.
• Attend 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.
• 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 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. 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. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and operates primarily indoors with limited to no travel expectation.

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