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). What can Tommy's offer you? 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 Position Responsibilities: 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. Position Qualifications & Candidate Attributes: 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 Work Environment and Physical Demands: 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. To successfully perform the essential functions of this job, team member must be able to: Ability to work and commute in all weather conditions Able to move about inside the office to access standard office equipment, etc. Re…