What are the responsibilities and job description for the Technical Support / Customer Onboarding - Hybrid position at Mansfield Oil?
The Fueling Systems & Services Specialist is responsible for onboarding new customers’ fuel systems, technical triage and coordination of repair and maintenance for existing customers, ongoing technical the capture and analysis of remotely collected data, remote diagnostics of various fuel related equipment, technical support of all fuel related equipment, problem solving related to fueling equipment, and general customer support associated with fueling systems. This role is responsible for after hours, on-call technical support and customer credit card support.
Responsibilities
Technical Support and Customer Reports
- Triage customer technical issues for network/VPN and Point of Sale (POS) equipment and act as intermediary between third party technical solution provider and customer
- Enter service tickets for identified technical issues and track through to resolution including receipt and payment of contractor invoice
- Remote diagnostics and issue resolution for field equipment including identifying and troubleshooting network communication issues
- Setup remote communication with customer through modem configuration, ship equipment to customer site, and assist
- Complete reconciliations for gallons pumped versus gallons tracked
- Proactively monitor customer equipment for system failures and partner with customer to fix
New Customer Onboarding
- Partner with assigned stakeholders (internal and external) to successfully onboard new customers for service including identifying site-specific information and proactively addressing any technical issues
- Complete device setup using a pre-built script, and update system to reflect setup
- Perform “start-up” on various types of devices pertaining to new customer equipment implementation
Position Requirements
Formal Education & Certification
- High school diploma or equivalency required
- College education preferred
Knowledge & Experience
- At least one year of work experience
- 6 months tier one, technical support with knowledge of Network/VPN/IP (preferred)
- Tech savvy, with computer system knowledge including software/hardware and an emphasis in Access, Excel, Word, and Outlook (must be able to use lookups and pivot tables in Excel)
- ProComm, Hyper-terminal programs, or PuTTY experience, a plus
Qualifications & Characteristics
- Proven ability to work well under pressure and reprioritize as needs change
- Strong analytical and issue resolution skills
- Independent, proactive thinker
- Strong listening and communication skills
- Ability to multi-task with strong organizational skills
- Able to work in open environment as a team player
- Mindset of continued industry and regulatory learning
Work Environment
- 40-hour work week, hybrid schedule available once training is completed (3 days in office, 2 days remote)
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
- Lifting and transporting of moderately heavy objects, such as computers and peripherals
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
