Customer Support Representative

Tommy's is looking for a Customer 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.

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 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.
• 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.

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:

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. We are currently looking for first shift 9:00am to 5:00pm and flex shift 10:00am to 6:00pm or 11:00am to 7:00pm.

Physical Demands

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.

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.
• 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, discern, convey, express oneself and exchange information
• Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers

Company Overview:

Tommy's Express is a national franchise for outstanding car washes and car care services. Powered by industry leading technology and decades of experience and planning, Tommy's Express car washes deliver a cutting-edge car wash experience unlike anything you've encountered before. Our fully automatic washes feature advances including the easy-loading car wash dual belt conveyor, wide open car wash bay for natural lighting, advanced presoak and sealer services, and free high-power self-serve vacuums on site.

Tommy Car Wash Systems (“TCWS”) is the power behind our Tommy’s Express equipment. TCWS is a team of passionate car wash professionals working to create opportunities for our partners to become the best car wash operators they can be. We provide modular building designs, robust stainless-steel car wash equipment, an advanced Wash Club license plate reader system, the Tommy Transporter belt, high performance wash detergents, and an industry-leading franchise opportunity. At Tommy Car Wash Systems, we have a solution for almost any size operator. Our team has assisted in the development of hundreds of some of the most successful car washes around the world.