MC
Support Technician - Tier 2
full-time
About this role
Job Details:
Technical Support – Tier 2, under the guidance and direction of the Sr. Manager of Technical Support, is responsible for addressing customers’ wash equipment needs via phone and email. The support team member will also assist in the coordination of the repairs and installation of wash equipment. Strong communication skills are expected, as this role will work closely with our customers and our sales and production teams.
Primary Responsibilities:
- Ensure customer satisfaction as the first point of contact for technical inquiries
- Responding to inquiries and requests via phone, email, or in-person, and providing step-by-step instructions to resolve issues in a timely manner
- Identifying and resolving common hardware, software, and network problems
- Maintaining detailed records of issues and solutions, including writing knowledge base articles and maintaining documentation for future reference
- Identifying and escalating complex problems to more experienced IT personnel
- Assisting users with new software or hardware, providing guidance on basic troubleshooting, and explaining technical jargon
- Performing routine tasks like file backups and network monitoring
- Oversee activity of and provide guidance to Tier 1 Support Technicians
Skills and Qualifications:
- 2 years of experience in the car wash industry or 1 year of experience in a technical support role
- High school diploma or GED
- Knowledge of computer hardware, software, and networks
- Respectful and patient demeanor when assisting users
- Willingness to learn new software and technologies
- Ability to communicate effectively with users, both verbally and in writing
- Ability to analyze issues and develop solutions
Schedule:
- Technical support is available from 8:00 A.M. to 11:00 P.M. EST to address the needs of our customers. Evening and weekend work will be required. Occasional travel may be required.
Physical Demands:
While performing the duties of this job, the employee is frequently required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds.
Job Type: Full-time Status: Exempt
What you'll do
- The Support Technician - Tier 2 is responsible for addressing customers’ wash equipment needs via phone and email, ensuring customer satisfaction as the first point of contact for technical inquiries. They will also assist in coordinating repairs and installations of wash equipment.
About Motor City Wash Works Inc
Your One-Stop Resource for Car Wash Equipment & Supplies
Whether you are a car wash owner/operator or potential investor, you want reliable equipment, car wash parts and accessories at affordable prices. Motor City Wash Works, an industry-leading car wash parts and equipment manufacturer since 2004, delivers all that and more.
We understand that equipment breakdowns and inferior technical support can cost you a lot of money. We’re here to help by providing high-quality, durable equipment, superior customer service and fast turnaround on parts to help keep your car wash revenue flowing.
You’ll find a huge variety of products on our site to help your business run smoothly and efficiently. And our team of skilled professionals can help you with everything from technical support to finding the exact replacement parts you need. You’ll always get helpful, friendly customer service — and our website offers 24/7 order placement with all orders and shipments confirmed real-time via email.
Owners Lee Belanger, Richard Belanger and Bob Wentworth founded Motor City Wash Works, Inc., in 2004. Located in Wixom, Michigan, our 68,000-square-foot facility is stocked with all the car wash parts and equipment you’ll ever need for your business to succeed. Over the years, we’ve grown to become one of the industry’s most respected leaders, trusted by numerous satisfied customers across the U.S.
Contact us today for readily available and affordable car wash products and services. We truly are your one-stop resource for all your car wash equipment and supply needs.
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Frequently Asked Questions
What does a Support Technician - Tier 2 do at Motor City Wash Works Inc?
As a Support Technician - Tier 2 at Motor City Wash Works Inc, you will: the Support Technician - Tier 2 is responsible for addressing customers’ wash equipment needs via phone and email, ensuring customer satisfaction as the first point of contact for technical inquiries. They will also assist in coordinating repairs and installations of wash equipment..
How do I apply for the Support Technician - Tier 2 position at Motor City Wash Works Inc?
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